Customer Success Specialist at LeadFuze | Torre
Customer Success Specialist
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LeadFuze

Customer Success Specialist

LeadFuze
Posted by
Mariajosé Gómez
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Full-time

Legal agreement: Employment

Compensation
USD54k - 60k/year
Non-negotiable
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Hybrid (United States)
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Posted almost 6 years ago

Requirements and responsibilities

Drive Customer Success Outcomes • Increase renewal rates and reduce churn • Expand our revenue in accounts through cross-sell and up-sell • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores • Drive new business growth through greater advocacy and reference-ability Define and Optimize Customer Lifecycle: • Map customer journey • Develop listening points in journey (e.g., usage, satisfaction, etc.) • Standardize interventions for each point in journey • Define segmentation of customer base and varying strategies • Identify opportunities for continuous improvement • Learn from best practices in industry Manage Customer Success Activities: • Onboarding • Training • Professional Services • Customer Support • Customer Success Management • Renewals • Cross-sell / Up-sell • Advocacy Measure Effectiveness of Customer Success: • Define operational metrics for team • Establish system for tracking metrics • Create cadence for review within team • Expose subset of metrics to executive team, company and board Deliver Sales Related Advice and Strategies to Customers: • Understand how sales processes function • Be able to advise our customers who may be in high level roles Enhance Effectiveness and Efficiency Through Technology: • Support systems • Customer marketing software • Reference and advocacy solutions • Create rapid onboarding process for new team members • Foster collaboration within team and across customer lifecycle • Delivering webinars on a weekly basis • Encourage continuous learning within team Inspire Customer Success Across Company: • Create company-wide culture of Customer Success • Align with Marketing around marketing to existing clients • Align with Product around driving product roadmap • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus • Align with Finance around measurement and forecasting • Align with Executive Team around key metrics
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