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Senior Customer Success Manager

Suzy

Suzy

Customer Service, Sales & Business Development
United States
Posted on Tuesday, December 5, 2023

Senior Customer Success Manager

Job Locations US
ID
2023-1601
Category
Customer Success
Position Type
Regular Full-Time

Overview

Suzy puts the voice of the consumer at your fingertips. Whether you’re a novice or an expert researcher, our platform brings advanced tools together with the highest quality audience to deliver insights in minutes. Some of the biggest brands in the world use Suzy to deliver breakthrough products and experiences backed by data-driven decisions. Learn more at www.suzy.com.

As a Senior Customer Success Manager, you will be responsible for managing a portfolio across a wide range of brand accounts. You will partner closely with clients to understand their business goals and help them to utilize the Suzy platform to drive their business decisions forward. You will work hand in hand with the broader Customer Success team to ensure we are delivering long-term value to our clients that results in year over year partnership growth.

Responsibilities

  • Manage and oversee day-to-day client relationships with a roster of top brands in a variety of industries including food and beverage, financial services, beauty and personal care, healthcare, manufacturing, media, and technology;
  • Directly manage the annual renewal process for each client contract with responsibility for retention & growth across a large volume of accounts;
  • Collaborate with the sales team where applicable to expand client relationship via upsell & cross-sell;
  • Responsible for establishing partnership KPIs and onboarding new customers for long-term success with a focus on driving platform adoption and revenue growth throughout the entirety of customer journey
  • Lead new customer onboarding, client platform trainings and ongoing ad-hoc support required to drive long-term customer value
  • Consult with clients on brand jobs-to-be-done and desired business / research outcomes;
  • Translate client business needs into feasible research opportunities and provide strategic recommendations on ways Suzy can support via in-depth quant & qual research;
  • Consult with clients on analyzing research findings from Suzy to provide them with actionable recommendations and next steps;
  • Implement customer engagement strategies including quarterly business reviews and joint success plans to identify revenue growth opportunities as well as mitigate against any possible risk;
  • Responsible for escalating client needs where applicable, including determining solutions and resources
  • Partner closely with full commercial team including Center of Excellence (COE) team to field custom research projects, as well as sales team to drive growth through upsells & cross-sells;
  • Gather and analyze clients’ feedback and share that feedback with internal teams to help us continually incorporate the voice of our customers in our product development roadmap

Qualifications

  • 5+ years’ experience working in market research and enterprise client management, including ownership of the renewal negotiation process
  • Fundamental understanding of brand strategy and consumer insights
  • Strong project management skills, with the ability to collaborate effectively with cross-functional teams in a fast-paced environment
  • Exceptional analytical skills, paired with an ability to distill critical insights from data and explain findings to clients in a simple, actionable manner
  • Exceptional organizational skills and strong attention to detail is a must
  • Strong verbal communication skills and experience with client presentations and meetings
  • An entrepreneurial mindset and/or attitude
  • Ability to work independently as well as part of a team
  • Problem-solving, lots of hustle, humility, a positive attitude and a sense of humor are a must

Benefits:

  • We take care of our employees and their families. We have generous health dental and vision benefits, and our 401K plan vests immediately
  • A friendly, fun, and collaborative work environment that allows for frequent exposure to executives
  • The opportunity to make an immediate impact as a part of a fast-growing company
  • The target base compensation for this role is $110,500- $130,000 / yr.

Suzy is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to ensure all people feel supported and connected at work.

Suzy is committed to protecting its customers, employees, partners, and the company as a whole, from damaging acts that are intentional or unintentional. Effective security is a team effort involving the participation and support of every user who interacts with company information/data and systems. It is the responsibility of each individual to help protect company information assets.

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