Customer Success Manager, Costa Rica
hace 3 semanas
At ClickUp, we're on a mission to make the world more productive. As a key member of our team, you'll play a crucial role in helping our biggest customers get the most out of our platform. Your goal will be to ensure that our solutions match our customers' business goals, leading to valuable outcomes throughout their customer journey.
**Key Responsibilities:**
- Develop and nurture strong connections and relationships with key account advocates.
- Serve as the internal spokesperson and champion for your customer's needs and requirements.
- Build, own, and execute customer success and engagement plans.
- Collaborate with cross-functional teams to enhance customer experience.
- Coordinate post-sale handoffs, ensure successful onboarding and service interactions, and guide issue escalation and resolution.
- Uncover opportunities for expansion and growth and partner with Sales to upsell and increase net revenue within your book of business.
- Monitor and calculate risk based on product adoption, customer health, renewal forecasts, and growth opportunities.
- Schedule regular productivity syncs and business reviews with customers to understand their needs and goals, and offer recommendations to enhance the value of their ClickUp usage.
- Identify opportunities for customer references and case studies.
- Develop a deep understanding of the product to recommend features and functionality that meet customers' specific business needs.
- Help to develop best practices and new playbooks based on customer trends, risks, and product usage.
**Requirements:**
- Minimum 3 years of SaaS experience in a customer-facing role, preferably in Customer Success, Account Management, or Professional Services.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- You are knowledgeable in project management, business process redesign, and change management.
- Strong business acumen and a deep comprehension of the requirements for expanding business units.
- Ability to speak with C-suite-level executives, build relationships, and translate business goals into outcomes.
- Proven track record of driving customer retention and growth.
- Experience working with cross-functional teams to deliver results (Marketing, Finance, Product, Sales, Support).
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