Jobs

Customer Success Manager Sr
Manager/ (CSM/ Sr CSM)
As a member of the Customer Success team, the main objective of a CSM is to work
with our clients to renew existing contracts and generate net new revenue. Sales
opportunities are generated through reactive and proactive prospecting efforts per
the processes defined by the sales management team. The CSM will be a strategic
partner to existing clients, building and maintaining a strong relationship and high
integration with Engage3 data and tools. The CSM will also consult and strategize
with existing customers to drive renewals, identify growth opportunities and drive
high Net Revenue Retention and logo retention across their portfolio.
Key Metrics
● NRR
● Logo Retention
● Activity-Based Goal (varies by year)
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The Recipe for Success
○ Priority Tasks
■ Renewals and Upsells of Existing Customers
● Make sure that clients renew within the renewal period
● Confidently forecast; move upsells through the sales process from
initial contact, to contract closing; Identify promising leads for crossselling opportunities and partner closely with the Sales team to close
the opportunity
● Become familiar and proficient with the Engage3 solutions. Be an
expert in engagement options, pricing models, best practices, and
potential use cases to establish confidence and value in the our
solutions
● Support our customers needs/projects through excellent
communication
● Keep customers informed and up to date with solution
migration/improvements efforts
● Organize training efforts for clients including new users on existing
accounts, aligned to defined client service tiers
■ Contracting and Invoicing
● For all closed-won deals, ensure SOWs are sent, reviewed, and signed
by both parties
● Ensure payment terms, payment methods, etc. are established before
deals close
● Work with accounting and follow established protocols to ensure
invoices are sent and received by the client, and all details have been
established so that payment can be collected
Responsible for ensuring all regular financial reporting is accurate
across all clients within portfolio
● Responsible for collaborating with Operations to determine appropriate
credits when requested by a customer
■ CRM Documentation
● Ensure all tasks, emails, notes, etc. are updated regularly for all
renewals and upsell/cross-sell, opportunities
● Ensure all unresolved lead and/or open opportunity have a next task
set at all times
● Ensure all opportunities are created and updated with the correct
sales stage, close dates, estimated contract value, etc. to establish a forecast and sales pipeline.