Strategic Customer Success Manager
Remarkable AI
Customer Service, Sales & Business Development
Chicago, IL, USA
Posted on Feb 3, 2025
The Strategic Customer Success Manager (CSM) is a highly impactful role responsible for building strong relationships with Remarkable’s largest and most strategic customers. The Strategic CSM will act as a trusted advisor, ensuring these key accounts achieve their desired outcomes with our solutions. You’ll collaborate across teams to maximize customer satisfaction, retention, and growth while identifying new opportunities to deliver value.
Customer Relationship Management
- Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our solutions and ensuring they receive maximum value from Remarkable
- Be an expert and advisor, while maintaining an understanding and expertise of Remarkable products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.
- Be a thought leader and provide insights, recommendations and best practices to your key accounts
Customer Success Planning
- Develop and execute tailored Customer Success Plans that align with customers’ business objectives and desired outcomes.
- Conduct regular business reviews (QBRs) to ensure progress, align on goals, and identify growth opportunities.
Retention & Expansion
- Drive high renewal rates and identify growth and expansion opportunities.
- Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your Remarkable team.
Data-Driven insights
- Leverage data and analytics to identify trends, risks, and opportunities to enhance the customer journey.
- Prepare and present reports to customers and internal teams that demonstrate impact and value.
Qualifications
- 7+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
- Analytical Skills for data-driven decision making.
- Experience with strategic and complex enterprise customer needs.
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
- Ability to understand and communicate complex problems clearly and concisely to different audiences.
- Self-motivated and entrepreneurial team player.