As a Customer Success Manager, you will play a pivotal role in building and maintaining strong relationships with existing Customers. Your role is responsible for understanding customers’ goals, challenges, and needs, and ensuring they derive maximum value from the product or service. You will drive customer satisfaction, retention, and upsell revenue by providing proactive guidance, support, and strategic advice to customers.

Responsibilities:

• Create and implement upselling and professional services campaigns by utilizing customer health data, aimed at promoting additional offerings such as next-level subscriptions, data migration, custom websites, beta Enterprise Subscriptions, and training. These campaigns are designed to capitalize on revenue opportunities within our existing customer base.
• Track and report on upselling performance metrics, including conversion rates, revenue generated, and customer feedback.
• Collaborate with cross-functional teams, including Product Development and Marketing, to develop upselling collateral, messaging, and resources.
• Educate customers about the benefits and features of additional ArtCloud products or services that may enhance their experience and help scale their business.
• Stay informed about product updates, new features, and best practices to effectively support customers and address their needs.
• Provide feedback and insights to internal teams based on customer interactions to help inform product improvements and enhancements.
• Analyze customer usage data, product adoption metrics, and customer feedback to identify upselling opportunities and develop targeted upselling strategies.
• Continuously seek opportunities to optimize upselling processes, procedures, and documentation to maximize efficiency and effectiveness.
• Collaborate with cross-functional teams, including Product Development, Sales, and Marketing, to address customer needs and drive customer satisfaction, improving retention and ultimately loyalty.
• Own and lead bi-weekly Retention & Mitigation meetings to analyze factors contributing to customer churn and dissatisfaction, identify improvement opportunities, and collaborate with sales, CS, and product teams to develop proactive strategies for enhancing customer retention and mitigating risks, fostering long-term customer loyalty, and maximizing revenue.
• Lead and coordinate internal and external projects related to customer success initiatives, ensuring timely completion and adherence to project goals and milestones.
• Oversee the external contractors, implementation and delivery of professional services to customers, ensuring high-quality service delivery, customer satisfaction, and successful outcomes.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Information Technology, or related field (or equivalent experience).
• 5 years of experience in customer success, account management, sales, or related roles, with a focus on upselling or revenue generation.
• Proven track record of successfully identifying and capitalizing on upselling opportunities to drive revenue growth.
• Strong communication skills, both verbal and written, with the ability to effectively convey information, build rapport, and present upselling opportunities to customers.
• Excellent problem-solving skills and the ability to think critically and analytically to understand customers' needs and identify upselling opportunities.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple tasks and priorities simultaneously.
• Proficiency in using customer success software, CRM systems, and other relevant tools and technologies.
• Positive attitude, empathy, and a customer-centric approach to supporting customers and driving revenue growth.
• Willingness to learn and adapt to new technologies, processes, and procedures.
• Project Management experience and skills a plus.

Requirement:
Candidates must reside within Atlanta Metro
5 Experience in Sales/Customer Success

Job Type: Full-time

Pay: $47,253.71 - $56,907.70 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Customer Success: 5 years (Required)

Ability to Commute:

• Atlanta, GA 30327 (Required)

Work Location: Hybrid remote in Atlanta, GA 30327