Strategic Customer Success Manager

Avidian is looking for a proven SaaS Customer Success Manager to manage a set of small to large strategic accounts in order to help drive product and services sales into existing accounts, a high level of customer satisfaction, successful product adoption, and customer retention. You will serve as the primary point of contact for key customer partnerships through their life-cycle with Avidian. Immediate partner interaction post-implementation with End User Training to establish quick and close communication with client leadership and users, understand customer success criteria, address questions, resolve issues, act as customer advocate and over time serve as a trusted Avidian advisor. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management, cross-sell/up-sell customer growth, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership and outstanding communication skills.

This important role is part of the Customer Success team, reports to the Director of Customer Success, and is based at Avidian’s headquarters in Bellevue, WA.

Responsibilities

  • Drive on-boarding of accounts ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Meet or exceed Sales targets
  • Serve as the Avidian’s subject matter expert (SME) providing guidance and addressing challenges on work/project management and collaboration to customers
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Prophet use throughout the account
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Prophet
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Serve as the primary interface to manage and resolve any critical situations
  • Work closely with the Sales, Project Management, Support and Professional Services teams to share customer insights that inform additional product and service sales opportunities
  • Provide expert customer insight to product management, marketing and sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates
  • Exceed all performance targets, including maintaining high unit renewal rates

Requirements

  • Account management or Customer Success experience, preferably for mid to later stage SaaS software, and proven ability to succeed in a fast-paced, dynamic and high growth technology environment
  • Bachelor’s degree in a relevant field is highly preferred
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Outstanding multi-task task management skills across a varied set of responsibilities
  • Passion for working with leading edge, web-based technologies and a desire to deeply understand Avidian’s benefits, use cases, and technical elements
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel
  • Ability to build credibility and trust by understanding customer requirements and addressing
  • Willing to travel periodically based on customer and business need