The Customer Success Manager is ultimately responsible for ensuring success of our customers and is a constant connection between all of Replicon and the customer. The Customer Success Manager acts as the ambassador for Replicon to the customer, and the advocate for the customer across Replicon. Members of the CSM team bring Replicon innovations and capabilities to their portfolio of customers and match these to the customers’ business goals, driving greater business value and executive alignment between Replicon and the Customer.
The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, proactively addressing any issues, and acting as an escalation point as needed. The expected end result is increased customer satisfaction, retention and continuous growth of the Replicon footprint. We are looking for experts in the enterprise software space, with payroll, HR, and/or finance familiarity being a plus. This is a huge opportunity to become part of an expanding team and help shape the vision and mission of customer success function within Replicon.
Acts as the primary Replicon business interface for the customer- advocates for customer needs and successfully represents the company, its products, and its business
Develops an intimate understanding of the “why” for each customer in their portfolio: why they have chosen the specific Replicon products, what results they are expecting, and their level of actual success in achieving those results.
Designs and executing customer success plans to ensure 100% referencability and maximize upsell potential
Manages the customer relationship with high levels of trust and satisfaction, particularly at the executive sponsor level
Proactively outlines customer critical success factors, metrics for success, potential issues, and provide recommendations for each customer their portfolio.
Observes patterns, via the CSM application, in customer usage, power user behavior, subscription consumption, onboarding results, and customer/user behavior prior to renewal.
Monitors and facilitates the customer’s adoption of our solution features and functionality while providing Replicon with an understanding of their overall business needs as they relate to our products
Successfully manages the customer through the renewal process in alignment with the Renewals team.
Identifies and facilitates upsell and cross-sell opportunities for the Sales organization with and for each customer.
5+ years experience managing accounts during the delivery and uptake of SaaS applications
Minimum 5 years relevant work experience in account management, enterprise sales, or other related fields
Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)
Capability as credible and effective C-level advisor/coach, especially around change management (cultural, technical and business)
payroll, time management, and/or HR experience is a plus
Ability to travel 25%
Replicon provides an exciting work atmosphere and plenty of perks, including: