Customer success managers are dedicated to ensuring that customers overachieve their goals based on metrics set during the sales process. You are the bridge between the company and its customers, fostering strong relationships and ensuring mutual success. You play a key role as an internal advocate for your customer and also in collecting feedback for Xfactor.io to continuously improve.

Responsibilities:

• Customer advocate - you are our internal champion at Xfactor for our customers. Understand business objectives and our product so that we are an extension of the customer’s team when advocating for the customer needs internally
• Continuous discovery and alignment to customer goals - drive discovery and consultative approach with client stakeholders to understand their corporate strategies, business initiatives, challenges and critical requirements on an ongoing basis.
• Identifying, forecasting and mitigating risks - leverage analytics to monitor product adoption and usage with each customer, and proactively surface recommendations for remediation
• Drive measurable impact on key KPIs such as customer health score, NPS, customer lifetime value and retention
• Joint success plan - you are responsible for co-creating success plans with our customers to execute on identified objectives and their desired business outcomes.
• Quarterly / Bi-annually executive value reviews - Facilitate periodic business reviews with content highly attuned to customers unique operating context
• Use case and value story development - collaborate with customers to identify, build, and document line of business use cases to realize business value. Showcase how Xfactor is used in innovative ways to drive business outcomes.
• Successful customer onboarding - you are responsible for facilitating a seamless customer onboarding process in collaboration with the Xfactor product team to ensure success.
• Customer enablement - you will serve as the primary point of contact to support our customers with level 101 and 201 training to drive successful use of the platform.
• Release management - you are our primary point of contract to share upcoming features to promote go-to-market planning and execution.
• Support escalations - partner with Xfactor support team when customer needs to escalate technical issues.
• Connection point to all Xfactor SME resources - CSM is single point of contact post-sales that can connect customer with the appropriate Xfactor resources, including but not limited to:
• Executive - engage leadership for executive briefings and value reviews, orchestrate executive to executive mapping, etc.
• Sales - engage sales to multi-thread within account and drive expansion and renewal
• Technical program management / Product team - overview of specific product features and technical onboarding of customer users
• Services - scope out paid engagements

How You’re Measured (KPIs):

• Customer health score
• NPS score should be above an 8 on average
• Customer LTV
• % customer retention
• Design program / XF platform conversion rate

Qualifications

• Relevant Bachelor’s degree or equivalent combination of education and experience
• Project management experience a plus
• Excellent written and verbal communication skills
• Microsoft and Google presentation capabilities
• Salesforce, Gainsight and HubSpot experience a plus
• Less than 10% travel