Customer Success Manager - East Bay
San Francisco, CA /
Customer Service – Account Management /
Full-time /
The Customer Success Manager will build and nurture collaborative relationships with leading retail industry brands to drive strong user adoption, customer satisfaction and exceptional retention rates for Narvar’s solutions. You will work with new and existing clients to ensure they are extremely successful and delighted by their overall Narvar experience. You will be accountable to work with your clients proactively to drive strategic value, expand solution adoption, and recommend best practices to optimize their post-purchase experience. You will also be responsible for driving the renewal process and identifying opportunities for growth within your client. As a Customer Success Manager, you will deeply understand the customer’s goals and use cases. You will become their trusted partner so they stay with and expand their Narvar relationship. You will become an expert in the retail post-purchase experience and will develop a passionate understanding of Narvar’s products. With enthusiasm and clarity, you will coach and educate our clients about how they can best leverage Narvar to improve their business results and customer experiences. Our clients include the most iconic retail brands in the world and they expect the highest level of professionalism, expertise and value.
Responsibilities
- Be proficient in best practices related to post-purchase experiences at leading retailers
- Manage post-sale activity through relationship building, product knowledge & execution
- Ensure that a success plan is in place to expand product adoption & grow relationships
- Increase retention & revenue growth with regular check-in calls, QBRs, and health checks
- • Track account health to identify churn risk & work proactively to eliminate that risk
- • Execute renewal negotiations to maximize contract value while maintaining relationships
- • Function as a Voice of the Customer by providing feedback to our product teams
- • Provide insightful coaching and training to improve adoption of Narvar solutions
- • Track, manage and drive resolution of escalations with client and internal resources
- • Partner with Sales to ensure renewal & expansion opportunities are identified & closed
- • Contribute to scalability of the Success team with documentation and process optimization
- • Develop industry leading processes and best practices for delivering Customer Success
Qualifications
- Minimum 3 years of experience as a Customer Success Manager at a SaaS company
- • Experience working with demanding enterprise size accounts
- • Demonstrated ability to lead VP-level discussions and conduct business reviews
- • Executed win/win negotiating strategies to maximize renewal value
- • Knowledge of one of the following is a plus: Retail, E-Commerce, Logistics
- • Ability to work on multiple accounts simultaneously with great attention to detail
- • Ability to influence Product, Success, Support and Sales teams to get things done
- • Comfortable in a fast-paced environment that requires strong time-management
- • Executive level interpersonal, project mgmt, communication & problem solving skills
- • Client facing skills that radiate enthusiasm, high energy, poise, and confidence
- • Relevant experience monitoring project progress and taking corrective action
- • Ability to articulate the value proposition of technology platforms to meet client needs
- • Ability to work with both technical and business stakeholders
- • BA/BS required.
