Client value attainment and retention are critical factors to Fortra’s long-term success and growth.  As a Lead Customer Success Manager, you will be working with customers and the team to drive value, ensure retention and support growth initiatives. 

WHAT YOU’LL DO

Support the team to achieve success outcomes including but not limited to:

• Solution adoption
• Proactive identification and management of risk
• Renewal efforts
• Growth opportunities, partnering with Sales
• Establish loyalty, advocacy, and referral in partnership with Marketing
• Respond to escalated customer relationship or account issues

Ensure value delivery for all aspects of the customer lifecycle

• Provisioning / Implementation
• Onboarding
• Value realization

Optimize effectiveness

• Analyze and manage quantitative and qualitative client metrics
• Create best practices to help CSMs achieve goals
• Identify areas in need of improvement and recommend solutions for continuous improvement
• Optimize the client engagement model to scale the team over time
• Proactively recognize trends across clients and partner with internal stakeholders, specifically Product and Operations to recommend solutions that drive client value, close product gaps, and increase operational effectiveness

Build and lead a world-class Client Success team

• Attract successful Client Success Managers
• Implement a meaningful onboarding experience
• Offer regular training to ensure success
• Create an inspiring team environment with an open communication culture
• Manage the day-to-day operations, goal setting, performance management, and growth of the team
• Serve as a coach, mentor, and leader, helping individuals grow in their career while setting expectations on performance-based in feedback and transparency
• Suggest and organize team building activities

QUALIFICATIONS 

• 6+ years of experience working on a Customer Success/Enablement team
• A team leader with experience articulating vision, strategy and plans with the ability to communicate cross-functionally
• Proven decision-making skills
• Organizational savvy and time-management skills
• Proven success in customer-facing roles and in elevating teams
• Excellent communications skills, also can positively influence at all levels
• Must be extremely agile and able to manage multiple tasks and priorities simultaneously on tight deadlines
• Well-organized with excellent follow up skills
• A passion for customer advocacy and streamlining the customer experience