Customer Success Manager

What's the job about?As our Customer Success Manager, you will be in constant interaction with our clients to provide the best customer experience and, of course, maintain our current churn rate (which is really low!). We are looking for a Customer Success Manager to help us strategically guide our customers to maximize the value from our product and enable them to achieve their business goals protecting their online revenues. You will leverage your experience and passion in relationship management, creative problem solving, and Customer Success to drive business outcomes for your customers while being responsible for best-in-class user adoption, revenue retention & growth, and customer advocacy. Outcomes are driven: you will own and manage a renewal book of business of customers and, as their strategic advisor, you will guide them to success on their journey with Red PointsDriving adoption: you will actively monitor account adoption throughout the length of the relationship, and ensure high uptake of Red Points products by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further valueRenewals: you will lead the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements, and actively work on at-risk accounts by collaborating with internal teams to mitigate churnGrowing accounts: you will identify and drive expansion and growth opportunities as you guide customers through success milestones and you will help strategize and execute plans to earn additional spend from the customerAdvocacy: you will advocate for product features and improvements as the voice of the customer and work cross-functionally with internal product teams to champion changeDomain knowledge: you will develop a high level of knowledge and understanding of IP & Brand protection by keeping up with industry news, trends, and best practices