Customer Success Manager

About the Role

As a Customer Success Manager at Squirro, you'll be a dedicated partner to our clients, guiding them on their journey with our Enterprise GenAI Platform. Once the client has gone live, you become their dedicated partner who supports and understands their unique needs. You drive the customer's value realization of our products. Your role is key to ensuring the clients realise value from our solution, retain them and support their growth. You'll proactively identify opportunities to expand our client relationship , introduce new solutions, identify needs for additional customer enablement, and ensure our clients achieve their desired outcomes. Collaboration is essential, and you'll work closely with sales, solution engineering , and product teams to provide a seamless and exceptional customer experience.

Your Experience

• Customer Success Champion: You're a proven expert at fostering strong, long-term client relationships, consistently exceeding retention goals, and driving growth through strategic account management.
• Upselling Pro: Successful track record of identifying and capitalizing on expansion opportunities: cross- and upselling services and products, contributing to revenue growth while maintaining a strong brand image
• Customer Success Practitioner: experience working with Customer Success Plays: Joint Success Plans, Renewal Management, Churn prevention, Account Growth, QBRs
• Metrics-oriented: understanding NRR %, Churn %, Renewals forecasting
• Data-oriented : well versed in interpreting client usage data to identify adoption trends and outliers; understanding of prompting, LLMs and ability to translate technical information into easy to understand outputs for clients
• Enterprise or Mid-Market Account Expertise: Experience working with global clients, understanding their unique needs and dynamics.
• True Team Player: Proven ability to collaborate cross-functionally with Sales, Product, Solution Engineering and Project Management

Who You Are

• Customer-Focused Enterprise Connector: You excel at building relationships across enterprise organizations, understanding complex customer needs, and delivering effective technical solutions.
• Bridge Builder: You're a skilled communicator who can bridge the gap between technical complexity and client understanding, ensuring everyone is on the same page.
• Relationship Builder: Your outstanding communication skills and knack for fostering positive business relationships make you a natural at building bridges and connecting with clients.
• Proven CSM or Account Manager: Your background in account management showcases your ability to build and nurture client relationships, ensuring long-term success.
• Growth Mindset: You're curious, keen to learn, humble, and approach challenges with a "can-do" attitude.
• Passionate about Innovation: Eager to collaborate on projects that leverage emerging technologies, particularly artificial intelligence, to drive efficiency and creativity in problem-solving.

What we offer

• Drive growth in a dynamic, high-potential tech environment
• Enjoy autonomy with our "freedom and responsibility" work approach
• Collaborate with exceptional talent solving extraordinary challenges
• Drive customer success and retention while enjoying a flexible environment focused on growth
• Make a strategic impact while having fun with awesome colleagues