Customer success managerWhite Cloak Technologies, Inc.

Job Description
The primary responsibility is to develop long-term partnerships with the company's customers to ensure they remain successful by realizing the full value of their investment with us. Adoption, retention, and endorsement/referral are key initiatives.
Responsibilities and Duties
Define and optimize the customer journey and create standard presentation materials for different customer life stages
Personally manage concerns and challenges from the customer side. Manage escalations and escalate as necessary - being able to differentiate between the two.
Deeply understand the objectives of our customers and become a trusted right-hand advisor
Drive the highest value for customers by being an expert on industry trends and best practices in change management
Gather feedback from other departments, including Sales, Project Delivery, Product, and others to improve the customer experience
Create, manage and drive the company-wide customer feedback loop
Create renewal and up-sell strategy and focus on selling with a retention focus
Own key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey score
Contribute to building a world-class team by referring potentially team members with a strong fit to the organization
Minimum Qualifications
Skills & Qualifications
At least 1 year of experience in account management, preferably in the software industry
Has a track record of being a high achiever and a results-driven professional
Strong empathy for customers and passion for revenue and growth
Analytical and process-oriented mindset
Ability to command a group of individuals in a room quickly and be assertive in a public environment
Strong communication skills including the ability to work and effectively interact with all levels of the organization (development, sales, marketing, professional services)
Ability to work in an entrepreneurial environment in a team and individually
With a demonstrable focus on a team environment
Must be willing to work a regular office schedule