Customer Success Manager at Electrum

Key Responsibilities

• A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' Electrum champion and their first point of contact, you will:
• Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
• Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
• Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
• Monitor and analyze customer usage data to identify opportunities for growth and expansion.
• Build awareness of our customer’s roadmap and Electrum’s product offering
• Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer concerns or issues.
• Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
• Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
• Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.

Requirements

• Bachelor's degree in technology or business
• 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
• Experience in handling multiple large customer accounts simultaneously
• A proven track record of limiting churn in customer accounts and improving growth
• Knowledge of customer success processes

Increase Your Odds by Having:

• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Analytical mindset and ability to interpret data to drive insights and actions.
• Proactive and customer-focused approach, with a commitment to delivering exceptional experiences.
• Deep empathy for customers balanced with the interests of Electrum
• Passion for service improvement
• The ability to work independently with a high degree of autonomy
• Strong problem solving and communication (written and verbal) skills
• Accountability and level headedness
• Ability to integrate data from different sources and present in a meaningful way
• Ability to position technical solutions in a business context
• Having experience in the Payments industry (advantageous)
• Having a proven track record of improving net revenue retention (advantageous)