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Eptura is a leading global provider of workplace technology solutions, specializing in connecting people, spaces, and assets through a unified platform. The company empowers client
Customer Success Manager
Location
United States
Posted
65 days ago
Salary
0
Seniority
Senior
Job Description
Customer Success Manager
Eptura
• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks. • Meet and exceed net retention and gross churn targets for assigned accounts. • Help customers translate their business use cases into company solutions. • Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times. • Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account. • Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence. • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value. • Understand cancellations and document reasons. • Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners. • Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions. • Assist the renewal and account management teams in all renewal activities as needed. • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews. • Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey. • Provide feedback and support to the enablement team in their new initiatives, as necessary. • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).
Job Requirements
- You are a customer-obsessed professional who defines success by your customers’ ability to realize value from the products they use.
- You’re passionate about delivering exceptional experiences and building long-term, trusted relationships.
- You bring a strong understanding of Customer Success as both a discipline and a strategic function, with proven experience managing a book of business.
- You’re data-savvy and comfortable identifying trends and patterns to inform customer strategies and drive outcomes.
- You thrive in dynamic environments, embrace change, and are eager to adopt new processes and tools that improve the customer journey.
- You’re a continuous learner who enjoys understanding technology from the user’s perspective and applying that knowledge to help customers succeed.
- You stay current on industry trends and use that insight to elevate customer conversations and strategies.
- You’re familiar with leading Customer Success platforms and CRM tools such as Salesforce, ChurnZero, Planhat, or Gainsight.
- You understand key Customer Success metrics like Gross Retention, Net Retention, CSAT, and health scores—and know how to influence them.
- You’re results-driven, with a background in Customer Success, Account Management, or other customer-facing roles focused on retention, adoption, and growth.
Benefits
- Health, Dental, Vision & Pet Insurance
- Dependent, Spousal and Domestic Partner coverage available
- Up to $1000 Company HSA Contribution
- Medical, Dependent Care and Limited FSA Accounts
- Income Protection and Replacement - 100% Company Paid
- Short Term Disability
- Long Term Disability
- Life Insurance
- Employee Assistance Program
- Flexible PTO
- 401K with company match
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