Red Points
SaaS
CustomerSuccessManager
“Customer Success Manager at Red Points. Skills: Customer Success, Relationship management, Revenue retention, Account growth, Negotiation. Constant interaction with clients to provide the best customer experience. Maintain current churn rate”
What You'll Achieve.
Maintain our current churn rate (which is really low!); Maximize the value from our product; Achieve their business goals protecting their online revenues; Drive business outcomes for your customers; Best-in-class user adoption; Revenue retention & growth; Customer advocacy; Successful forecasting & quota attainment; Commercial achievements
Industry & Context.
Creative problem solving
What They're Looking For.
Must Have
3-4 years of customer management experience, professional services (onboarding and implementation), or customer-facing roles, preferably within a SaaS technology organization, Experience managing a book of business with a record of successful forecasting & quota attainment, Commitment to results - consistently have achieved results, demonstrating high performance, and challenging self and others to deliver results, Expert in negotiation: experience managing upsells and spotting new growth opportunities for expansion. Track record of commercial achievements., communication, presentation, and active listening skills. You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience, Data and technology literate - you are comfortable working with, manipulating, and interpreting data sets. You’re comfortable understanding technical issues, and being able to communicate with technical people both internally and externally
Nice to Have
Prior experience in a similar role with a software solution, Background in Intellectual Property Law (studying or working), An equivalent combination of education and experience
What You'll Do.
Constant interaction with clients to provide the best customer experience
Maintain current churn rate
Strategically guide customers to maximize value from the product
Enable customers to achieve their business goals protecting their online revenues
Drive business outcomes for customers
Drive best-in-class user adoption
Drive revenue retention & growth
Drive customer advocacy
Own and manage a renewal book of business of customers
Guide customers to success on their journey with Red Points
Actively monitor account adoption throughout the length of the relationship
Ensure high uptake of Red Points products by analyzing data/metrics/industry trends
Intervene with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value
Lead the renewal negotiation process directly with customers (up to the C-Suite level) from requirements gathering to the finalization of agreements
Actively work on at-risk accounts by collaborating with internal teams to mitigate churn
Identify and drive expansion and growth opportunities as you guide customers through success milestones
Help strategize and execute plans to earn additional spend from the customer
Advocate for product features and improvements as the voice of the customer
Work cross-functionally with internal product teams to champion change
Develop a high level of knowledge and understanding of IP & Brand protection by keeping up with industry news
Articulate the vision of the product
Give an effective demo
Storytelling in showcasing the compelling impact on customers' business made possible by their use of Red Points
How You'll Work.
Team & Collaboration
Collaborating with internal teams to mitigate churn; Work cross-functionally with internal product teams to champion change; Communicate with technical people both internally and externally
Communication Scope
Communication skills; Presentation skills; Active listening skills; Clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience
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