CallMiner is searching for a skilled Customer Success Manager to join our success team.

Customer Success Managers are driven by the pursuit of business value for their customers.

They are responsible for ensuring speed to value and expertly coaching their customers through the Conversation Intelligence maturity curve.

They’re accountable to balance & prioritize the tactical & strategic customer needs to ensure healthy GRR & Net$Ret forecasts & results.Primary Responsibilities Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.

Responsible to retain & grow a book of business more than $2.0Mil.

Know your customer.

Learn each customer's business processes and KPIs to determine how conversation analytics can be used to improve them.

Collaborate and assist customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes.

Work with customer executive sponsor and program lead to ensure that each business initiative is in support of a strong value story mapped to strategic objectives, while reporting on progress to drive successful outcomes.

Ability to locate and provide resources to customers and challenge perceptions, where appropriate to guide them in defining, building, and measuring conversation analytics use cases.

Establish and maintain knowledge of platform capabilities and how those map to business value outcomes.

Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues.

Coordinate with customer advocates to provide references & case studies for sales and marketing teams.

Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives.

Identify customers' business needs to protect, retain, and increase revenues.

Work with leadership to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly.

Work with leadership to identify, qualify, and position business case for upsell and cross sell opportunities.

Leverage your resources, both team members and knowledge base, to become a productive member of the team.

Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars.

Communicate effectively with other internal team members to ensure resolution of problems.

Effectively and accurately use and maintain all sales and operational tools in managing customer account activity.

Influence the product roadmap through participation in Product Meetings.