Squiz
SaaS
CustomerSuccessManager
“Customer Success Manager at Squiz. Skills: Customer Success Management, Relationship Building, Commercial Acumen, Data Analysis. Monitor customer health scores. Manage customer health scores”
What You'll Achieve.
drive customer retention; drive product adoption; drive net revenue growth; mitigate churn; maximise the value of our products; achieve early value; successful product adoption; achieve long-term success
Industry & Context.
solving problems proactively
What They're Looking For.
Must Have
3 years experience as a CSM in a B2B SaaS environment, communication and stakeholder management skills, ability to engage customers at all organisational levels, Proven ability to build trusted relationships in complex customer environments, Confidence analysing customer health metrics, usage analytics, adoption data, and sentiment analysis, understanding of revenue mechanics, expansion strategies, and commercial opportunity identification, Demonstrated ability to influence business improvements and feed customer insights back into product and process enhancements, ability to inspire customer operational leadership while aligning practical delivery methods and engaging the right resources, Takes ownership of customer outcomes and accountability for delivering a high standard of customer success, Experience in executing standardised playbooks and managing a mixed portfolio of strategic, managed, and light-touch accounts effectively
Nice to Have
working with mid market and enterprise customers, A passion for delivering exceptional customer experiences and championing high-quality outcomes
What You'll Do.
Monitor customer health scores
Manage customer health scores
Manage usage analytics
Manage risk indicators
Execute customer success playbooks
Own net revenue retention targets
Drive net revenue retention targets
Lead customer check-ins
Lead Quarterly Business Reviews
Drive feature adoption
Define success metrics
Track success metrics
Deliver onboarding experiences
Identify expansion opportunities
Identify upsell opportunities
Utilise AI-assisted sentiment analysis
Utilise customer feedback insights
Communicate customer feedback
Communicate feature requests
Communicate pain points
Contribute customer insights
How You'll Work.
Team & Collaboration
Working closely with Sales, Product, and Delivery teams; Partner with Product teams; Collaborate with Sales teams
Communication Scope
communication and stakeholder management skills; ability to engage customers at all organisational levels
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