What You Will Do:
As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Formstack delivers to their organization. You will develop a deep understanding of customer engagement and the Formstack platform so as to create and evolve best practices around the technology.
How You Will Succeed:
- Oversee the on-boarding of new accounts and ensure successful implementations.
- Work with existing accounts to make sure they are utilizing Formstack most efficiently and properly.
- Track & monitor account statuses and identify areas of concern.
- Develop success plans to help customers understand the actions they need to take to achieve success to drive customer outcomes and value realization.
- Identify areas for improvement not only in our products and services but also in the Customer Success function as a whole. Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customer’s lives better.
- Develop a consultative relationship with customer executive sponsors and key stakeholders, to ensure Formstack activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Formstack solution to be realized.
- Promote maximum value from their investment in Formstack, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
- Engage regularly with customers via Adoption and Strategic Business Review meetings to identify needs and stay strategically aligned.
- Coach customers to ensure they are leveraging all available Formstack resources e.g. Help & Training, Certification and Community, webinars, etc.
- Serve as a customer advocate in driving industry best practices and the evolution of Formstack products and services, which are integral to the customer's success.
- Partner with the Renewals Manager and AE to deliver successful customers to the contract renewal cycle and support the renewals process to minimize customer attrition.
- Coordinate with other Formstack teams including, management, sales, support, professional services, marketing, and product management and development, in order to meet account performance objectives and customers’ expectations.
- Possess a comprehensive understanding of Formstack solutions in order to serve as a product subject matter expert (SME) to demo, train and influence cross-sell/upsell opportunities.
- Meets assigned targets and strategic objectives in assigned accounts (ie. Churn & Upgrades).
- Develop and implement proactive risk mitigation strategies to identify potential churn signals, address customer concerns, and enhance customer retention.
- Maintain accurate information on all customer interactions and customer intelligence data using Salesforce.com or any other CRM application used by Formstack.
What We Are Looking For:
- Must be fluent in written and spoken English
- At least 2 years experience as a Customer Success Manager in a software company
- Strong knowledge of online software (SaaS) products and services, broadly defined
- Experience in Product Management, Consulting, Data Analysis, or Financial Analysis AND the ability to work with, connect to, and influence people
- Great communication, account management, project management, and problem-solving skills
- Strong writer and speaker – documents, presentations, webinars, and events
- Organized and systematic with great attention to detail
- Able & willing to travel periodically as the job requires