Job TypeFull-timeDescriptionAs the primary customer contact, the Customer Success Manager (CSM) is an essential resource to our customers. Your responsibilities include managing customer relationships, ensuring deliverables are on time and successful, ensuring customers are getting value through their desired outcomes, ensuring customers renew and identifying growth opportunities within the customer and the company.As a CSM, you will also be responsible for mentoring other CSMs as they join Tracer to ensure their success, with the potential for this role to move into a leadership position over time.In addition, you will be required to forecast and track account metrics, such as financial results, and communicate them to management and external stakeholders. You will also be responsible for billing, delivering reports, and coordinating and scheduling calls.RequirementsAccount Management Develops business relationships with customersSeeks business expansion opportunities with customer accountsEnsures that customer onboarding processes are well-executed and set a strong foundationServes as a trusted advisor to the customer throughout the customer lifecycleImplements strategies, processes and workflows to ensure effective, efficient and consistent work is done on behalf of the customer and increase customer satisfaction and retentionCoordinates internal teams and resources as needed to meet (and exceed) customer needsCollects and delivers customer feedback to Tracer's internal teams, serving as the voice of the customer, for any ideas, opportunities or challengesAdvocates for customer needs in regards to solutions, product enhancements, etc, and interfaces with Product Management to provide feedback on issues and new ideas, and to roll out new features.Manages customer expectationsProvides punctual and appropriate outreach to customersIdentifies and collaborates with customers to develop programs to address business needsUndertakes thorough research and protection of customer Intellectual Property RightsDevelops detailed knowledge of Tracer products and services and ensures that they are deployed consistently and effectively to meet and address customer needsVisits customers periodically to foster customer relationships and satisfactionMaintains regular professional contact with online platforms for appropriate actioning of customer listingsManages daily execution of services for customersGenerates and delivers customer reportsOwns the Renewal process for customersIdentifies and assists with closing growth (upsell) opportunitiesOffers strategic guidanceInterfaces with Product Management to provide feedback on issues and new ideas, and to roll out new features.Conducts extensive research on customers' brands on products to highlight in customer presentationsRequirementsFluency in a foreign language, specifically French, Italian, and/or German4+ years as a Customer Success Manager for a technology and/or brand protection companyExperience mentoring other team membersGreat communication skills, able to articulate concepts and processes wellDemonstrated technological proficiencyAbility to work independently and collaboratively as part of a teamAbility and capacity to serve as a specialist on complex technical and business mattersAbility to assume a lead roleProactive; a self-motivated driver (unafraid to roll up their sleeves and get to work)Detail orientedProblem-solving and critical-thinking skillsAbility to manage, lead, and organize a teamDesired SkillsTeam Lead or Management Experience4-year college degreePrevious training experienceExperience in brand protectionFamiliarity with customer success management software
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