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Commercial Customer Success Manager - North America & Europe



Customer Service, Sales & Business Development
Pune, Maharashtra, India · Bengaluru, Karnataka, India · Pune, Maharashtra, India · Bengaluru, Karnataka, India
Posted on Tuesday, June 25, 2024
Job Snapshot
CSMs are the keepers of our client partnerships, ensuring that we deliver value to our customers daily. They are the primary contact for accounts post-sale and are responsible for the overall success of their assigned book of business.
CSMs should have a deep understanding of the software as a service space. They also have solid MindTickle product knowledge and a deep understanding of how the MindTickle platform can be deployed to support a variety of use cases. CSMs work proactively to drive customer value and ensure that stakeholders are achieving their desired outcomes. They use a metrics-driven approach to monitoring customer health, which enables proactive intervention.

What’s in it for you?

  • Managing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
  • Building relationships and ongoing communication with senior-level stakeholders to understand their business needs and desired outcomes and to showcase the impact of MindTickle on their strategic initiatives
  • Advising on strategic and program planning to ensure ongoing usage, further adoption, and alignment of MindTickle with business needs
  • Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed
  • Showing customers how MindTickle features are used as they explore new use cases post-onboarding
  • Conducting business reviews of activity, outcomes, data insights, and value
  • Keeping clients informed about product enhancements and advocating for their product needs as an internal champion.
  • Recommending and selling add-on Professional Services as needed to improve the customer’s use of MindTickle
  • Overseeing customer-driven product enhancements and interfacing with the client and MindTickle Product Management
  • Keeping the MindTickle team (CSM, Sales, Professional Services, Tech Support) aligned to deliver exceptional customer experience

We’d love to hear from you, if you:

  • Have 3+ years of experience in Customer Success or relevant customer-facing roles
  • Have ability to thrive in a dynamic, fast-paced environment where change is the only constant
  • Have an experience forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions
  • Have an experience in managing multi-group or global accounts that have a number of internal/external stakeholders
  • Are highly analytical and experience working with data-driven dashboards and reports
  • Are skilled communicator with excellent writing and verbal communication skills
  • Are personable and collaborative with a track record of working successfully across teams
  • Will cover mainly US Accounts (East and Central time zones)
  • Previous SaaS experienceExperience in the Sales Enablement IndustryAdept in technical knowledge with the ability to understand the tech stack of customers with experience in Salesforce and other customer-facing tools.