Responsibilities:
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive recent business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify prospects for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities