Senior Customer Success Manager

Location

New York, US Office

Role type

Full Time, Permanent

Department

Customer Success

Salary

Competitive, dependent on experience

About the role

We’re currently seeking a Senior Customer Success Manager to join our team to own our high profile, key accounts. The primary focus of this role is to ensure that Interact is an essential tool for our Enterprise customers, through building strong executive relationships with key stakeholders and making sure the platform delivers on business objectives.

Deepening our relationships with key accounts and ensuring renewal is vital to our ongoing success. We’re looking for someone who can hold their own and prove the value of our product and services, both with  C-level executives and day-to-day intranet managers. You will be able to quickly form strong relationships and understand the nuances of large organizations. You’re naturally persuasive and a quick thinker; someone who understands how to uncover business needs and how to close opportunities. You are someone who works hard but doesn’t struggle to make a big impact.

A little about you...

  • Passion, tenacity and commitment to renewing and expanding your customer base
  • Experience in a Account Management or Customer Success Management role working with Enterprise clients 
  • Ability to engage with C level executives and ability to take feedback from all levels
  • Experience managing renewable SaaS relationships
  • Experience expanding client relationships and growing revenue
  • Strong work ethic, creativity, and grit, but fun to be around
  • Confident and persuasive verbal and written communication skills

Your responsibilities

  • Owns an overall relationship with 50+ enterprise customers seen as key accounts to Interact
  • Owns a revenue target for both client renewals as well as expansion
  • Deftly networks across the organization from C level down to day-to-day users of the platform, engaging stakeholders who are utilizing the solution and, importantly, those whose engagement is lacking
  • Establishes goals to accelerate product adoption, influence collaboration and evangelize opportunities for growth
  • Maintains excellent knowledge of customer initiatives, roadmaps, rollout plans and issues
  • Coordinate Executive Business Reviews to uncover opportunities, mitigating risk and ensuring renewal
  • Monitor customer analytics, including but not limited to: renewal %, upsell %, monthly active usage, and NPS
  • Escalating customer needs/issues cross-departmentally and appropriately for key accounts
  • Forecasts accurately and keeps an up to date pipeline
  • Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.

Why you’ll love working for Interact...

  • Competitive salary
  • Pension/401(k)
  • Healthcare
  • Buy & Sell Holiday
  • Flexible working
  • Long service awards
  • Social events
  • Life insurance
  • Free Friday lunch
  • Fresh fruit
  • Friday "happy hours"
  • Employee discount scheme

Development

Interact Academy

The Interact Academy is our in-house training programme designed to kick-start your training and development from your first day at Interact. You will meet with our CEO and senior managers to hear about our mission and values. You will also find out more about each department to learn how each one fits together and how your role works within them. Alongside this, you will complete your Interact Academy product and role-specific training to give you the tools to be successful in your role.

Product training

The Interact Academy will take you on a journey through our product, enabling you to gain an in-depth understanding of all of its features, users and benefits. You will follow a modular programme increasing in complexity to ensure in-depth understanding to assist you in being successful in your roles.

Role-specific training

As an Interact employee you will also receive in-depth role-specific training to ensure that you are fully knowledgeable about your role and how to make it a success.

Apply for this role






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