Customer Success Manager


About Centricity

Centricity is an AI & Machine Learning company bringing actionable, customer centric insights to today‚Äôs modern retailer & CPG companies. We harness billions of customer data points for insights that lead to strategic purchase decisions. In a disrupted retail landscape, our automated data and trend spotting keeps you ahead of the curve. Modern retailing demands modern tools, and Centricity is built for that exact purpose. 

About the Role

The Customer Success Manager (CSM) will be integral to the success of onboarding and retaining new clients. They will drive the effectiveness and efficiency of our Customer Success organization by collaborating with leaders across different business units. 

In order to be successful, the CSM will have demonstrable experience in analyses, reporting and processes across a broad range of Customer Success topics such as retention, renewal processes, compensation, performance, renewal trends, churn, and forecasting. They will also have experience working closely with a number of internal stakeholders, including, Sales and Success Operations, Sales, Finance, Product, Customer Success, and the Executive/Senior Leadership team.

Responsibilities

  • Establish and manage policies, procedures and reporting and drive operational results across the Customer Success team
  • First line manager of a small team of analysts willing to dig in to complex problems and become an expert in Customer Success operations at every level
  • Develop recommendations for new business processes and initiatives to support improvements in Customer Success operations
  • Report to leaders and executives on results, forecasts, and trends with insights and analysis through dashboards, presentations, and data models
  • Ability to pull data points and analyses together to influence leaders and provide strategic recommendations
  • Use predictive analytics to provide trends and insights around retention, churn, renewal linearity, and propensity to buy
  • Support compensation design to determine the metrics and targets that the teams within Customer Success are measured on
  • Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements
  • Translate business initiatives into actionable objectives for Customer Success by developing, coordinating, and implementing a plan then measuring the overall impact and success

 

Required Experience/Skills:

  • BA/BS or equivalent experience
  • 3+ years of related experience focused on using data to uncover insights that drive action within the Operations function
  • Proven ability to coach, mentor, and develop individual contributors
  • Experience across multiple operations functional areas: Sales, Services, Customer Success
  • Background in SaaS or a recurring customer subscription model company
  • Experience using Customer Success Software, CRM Software, BI Tools and Google Applications
  • Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
  • Experience with tools such as BigQuery, SQL, and Excel
  • Demonstrated ability to roll-up sleeves and work with team members in a hands-on management capacity
  • Interprets business issues and recommends best practices and innovative solutions
  • Communication skills and an ability to partner effectively across the organization from the individual contributor to executive leadership level
  • Ability to work under tight deadlines and prioritize multiple deliverables and responsibilities, while also leading or leveraging cross-functional teams, to deliver projects on time
  • Experience leading the ideation, planning, and implementation of business processes to enable more effective operations
  • High standards of accuracy and precision
  • Ability to think creatively and problem solve; highly-driven and self-motivated