supplier.io

Customer Success Manager

Job Type: Full Time

Location: US Remote

About supplier.io

supplier.io powers the industry’s most successful supplier diversity programs. Working as a trusted advisor to the supplier diversity community, supplier.io's mission is to support every program by providing innovative and superior end-to-end supplier diversity solutions. Equipped with unparalleled data intelligence, superior technology, and expert guidance, supplier.io's customers can establish and advance their supplier diversity initiatives effectively and strategically. 

We are the pioneer and leading provider of data driven innovation and supplier diversity solutions. Our mission is to help supplier diversity programs increase spending with diverse suppliers through innovation and strategic processes. Come join a company with a great mission, culture, and an opportunity to make a positive social and economic impact.

For more information, visit www.supplier.io.

The Opportunity

The Customer Success Manager (CSM) is an integral part of the Customer Success Team’s renewal and cross-sell strategy. In this role, the CSM will serve as the main point of contact for an assigned portfolio of customers and will ultimately deliver on-time contract renewals and identify cross-sell opportunities.

What You Will Do

• Take full accountability for your accounts in all aspects from onboarding to renewal.
• Manage a portfolio of mid to enterprise level customers, with the goal of increasing renewal-based revenue.
• Anticipate customer needs and proactively mitigate risk throughout the customer life cycle, ensuring a frictionless renewal and negotiation process, and ultimately positioning your accounts for growth.
• Ongoing customer consultation - Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience and product utilization. Take corrective actions in a timely manner based on this visibility, and make strategic recommendations to help customers be more successful.
• Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions to ensure a seamless renewal.
• Predict and forecast risk, renewal and expansion within customer portfolio.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Meet and exceed quarterly gross and net revenue retention targets, or other targets defined by the business.
• Document customer suggestions for product enhancements and innovation and share this input with the Product Team.
• Work with the Support Team to process customer terminations.
• Identify and share opportunities for renewal process improvements.

What You’ll Need to Succeed:

• Bachelor’s degree, or equivalent professional experience required.
• 5-8 years of customer success experience or similar field such as Sales/Business Development, Consulting, Account Management (SaaS industry experience highly preferred).
• Effective communication skills; both verbal and written.
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations.
• Self-directed and able to work independently in a remote work environment.
• Conscientious regarding deadlines and a strong sense of urgency.
• High attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Strong negotiation, presentation and interpersonal skills.
• Ability to manage a diverse portfolio of customers with efficiency.
• Experience negotiating renewals and closing deals.
• Experience with Gainsight, Hubspot and Salesforce.com preferred.