Job Details

Job Type

Full-time

Description

About Us

Nuqleous, a fast-growing startup specializing in predictive retail analytics, seeks an experienced and tech-savvy Customer Success Manager to join our team. In this crucial role, you will serve as our customers' named resource and foster a long-term business partnership. You will develop deep relationships with customer teams, leveraging your retail and analytics expertise to drive platform adoption and improve customer health.

Our equation for success: Platform Adoption + High Engagement = Revenue Retention. As a Customer Success Manager, you will ensure this equation holds by driving customer engagement and facilitating continuous value delivery from the platform.

You will be:

• Supporting and collaborating with cross-functional teams, including Product, Engineering, and Support, to ensure seamless onboarding and training for new customers.
• Effectively aligning with and managing both Business & Technical Stakeholders around customer goals, ensuring value is delivered through Nuqleous.
• Supporting and collaborating with cross-functional teams to ensure seamless onboarding and training for new customers.
• Manage a portfolio of accounts with an annual recurring revenue of $1M to $1.5M.
• Customer Outcome Objectives and Success Plans: Partner with Account Executives and Solution Engineers to understand client business drivers and outcome objectives and partner with clients to develop success plans and outline value expectations.
• Renewal and Retention Management: Support the renewal process to ensure customer retention targets are met and exceeded
• Mitigate Churn: Monitor product usage and adoption, identify potential areas of concern, and develop mitigation strategies such as proactive outreach, personalized support, or executive business reviews to ensure a high renewal rate
• Cross-Sell and Expansion: Collaborate with the sales team to identify opportunities for additional licenses, features, and services within existing customer accounts.
• Data Analysis: Utilize data-driven insights (root cause analysis) to monitor customer health, identify trends, and implement proactive measures to enhance customer success.
• Thought Leadership: Support thought leadership, which drives cross-functional collaboration, improvements to processes, and accelerated customer value realization.

Requirements

Qualifications Statement

While having "desired" qualifications makes for a strong candidate, we encourage applicants with alternative experiences to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Nuqleous. We are always looking for people who will bring something new to the table! With a passion for working with customers, to ensure seamless renewals.

Your Work Experience

• Bachelor's degree and 4+ years of relevant experience
• Proven experience in customer success within the SaaS industry
• Demonstrated experience developing customer success plans and enabling customer-defined value to be realized
• CRM end-user proficiency is required (Salesforce, HubSpot preferred), and CRM administration experience is a plus.
• Experience using Customer Success tools is preferred
• Ability to manage a portfolio of accounts of various sizes, balancing strategic relationship-building with tactical execution in a fast-paced, dynamic environment
• Able to operate effectively both independently and within a team
• Takes initiative, is intellectually curious, and has a strong desire to learn
• Excellent communication, negotiation, and presentation skills
• Strong analytical and problem-solving abilities
• Results-driven with a track record of meeting and exceeding customer success targets

Nice to Have:

• Prior experience in the Consumer-Packaged Goods industry is a strong plus.
• Understanding of Key Performance Indicators (KPIs) including.
• Customer retention rate.
• Time to First Value (TTFV) for new clients.
• Annual recurring revenue (ARR) growth within managed accounts.
• Upsell/cross-sell revenue growth within high-value accounts

Salary Description

$80,000 - $120,000