Customer Success Professional
This role presents opportunities for applicants to join a leading organization as a Customer Success Professional. In this position, you will own a portfolio of clients, acting as a strategic partner and trusted advisor throughout their customer journey.
Key Role Responsibilities:
* Own and manage a portfolio of customer accounts, serving as the primary business point of contact to build strong, long-term customer relationships that achieve near-perfect retention.
* Guide customers through the adoption of key features and services, resulting in increased product usage and feature utilisation.
* Deliver compelling presentations, tailored product demos, solution walk-throughs, and educational webinars to drive customer engagement, accelerate adoption, and enable ongoing success.
* Develop and maintain tailored Customer Success Plans aligned with each customer's business goals, KPIs, and timelines, driving consistent progress toward measurable outcomes.
* Conduct Quarterly Business Reviews (QBRs) to assess progress, surface strategic insights, and influence renewal or upsell motions.
* Forecast and manage renewals while maintaining high customer health scores to support targeted retention rates.
* Proactively uncover customer needs and match them to product solutions, driving upsell/cross-sell motions that contribute to the annual recurring revenue (ARR) growth.
* Monitor customer health by leveraging data signals, direct feedback, and engagement trends to proactively identify risk early and implement mitigation plans.
* Collaborate with Sales, Product, Delivery, and Support teams to deliver a seamless customer experience, leading to faster time-to-value and higher customer satisfaction.
* Ensure all customer interactions, health scores, plans, and touchpoints are accurately logged in the CRM (Dynamics 365), supporting visibility and forecast accuracy for the leadership team.
* Foster customer advocacy by identifying and nurturing product champions, securing case studies, references and amplifying success stories.
* Stay current with industry and customer experience (CX) trends, contact centre transformation, and AI advancements. Serve as a strategic voice of the customer to influence product innovation.