Located in Denver | Reports to Director of Customer Success:

Description:

Are you passionate about engaging your customers and expanding their use cases? Have you developed customer relationships that promote retention and loyalty? If this is you, we would love your help in taking care of our customers as a FullContact Customer Success Manager (CSM).

We’re looking for someone to join and immediately align with the entrepreneurial spirit at FullContact, assist and collaborate on building and enhancing the processes, systems, and best practices that will equip the team as a world-class Customer Success organization. You will interface with FullContact's Data Solutions (API) customers and work closely with the Sales organization in complementary and supporting role.

The CSM’s primary responsibility is to take ownership of our Data Solution (API) portfolio of customers, commit to their success, drive adoption and secure renewal for them, by:

• Building meaningful relationships with executive sponsor(s) and project leads
• Learn their business’ priorities, strategic initiatives, and customer intelligence goals
• Reduce the time-to-value for new and renewing customers
• Align with customers to ensure continued delivery of business value
• Tenaciously advocating for customers’ product and service needs
• Empowering your customer to extract full value through interactions with you, and also usage of our customer resources
• Managing and mitigating risk and escalations
• Being a product usage subject matter expert and prescriptively guiding the customer using known best practices
• Assume an advisory role for Account Executives and other customer-facing teams while creating and maintaining strong relationships that will foster interdepartmental collaboration
• Help drive change within customer organizations in coordination with the FullContact Solutions team
• The ideal candidate is well versed in the principles of customer success, understands what it takes to secure renewals, and can be creative in advising and negotiating on the deliverables that will ultimately benefit the customer and their investment in FullContact.

Think of yourself as a business owner with a portfolio of customers with which you have to achieve high levels of product adoption, upsell, and renewal across a set of technical API customers. You should know the health, risk, goals, and opportunities within each of your customer accounts, and then act accordingly.

Key Responsibilities:

• Understand each customer’s business goals and priorities and manage the directive to achieve those goals - at both a strategic and a tactical level - starting during pre-sales discussions and continuing through the lifecycle of the customer relationship
• Establish a trusted advisor relationship that works to ensure a customer’s overall satisfaction with our product(s)
• Identify risk in your accounts, and develop/manage risk mitigation plans
• Work with FullContact’s Account Management team to pass along expansion opportunities to achieve upsell quotas
• Manage and decrease churn for your customers by securing successful renewals
• Create, deliver, and execute Quarterly Business Reviews for your customers to benchmark progress, track toward success, and advise on growing best practices
• Act as a liaison between Product Management and your customer with a focus on communicating the FullContact roadmap and how the roadmap will influence customer activities
• Leverage customer relationships as needed for prospect references
• Prioritize and drive resolution on escalated customer issues in coordination with the Support Team
• Manage C-level/executive, mid-level, and project relationships among a diverse set of customers
• Be comfortable, eloquent, and capable communicating FullContact’s products and value to a fairly technical audience
• Ability to travel up to 30%

Requirements/Skills:

• 5+ years experience with managing enterprise / mid-market software applications in a customer success/account management function
• Entrepreneurial spirit, intellectual curiosity and persuasive confidence.  Ability to take leadership role in driving initiatives and organizing cross-functional teams to achieve desired goals
• Experience in SaaS
• Teamwork skills are must, ability to collaborate and manage internal and external resources
• Proven time management skills in an environment where you may be managing several customer engagements simultaneously
• Excellent verbal, written, and interpersonal communication skills
• Ability to think and act strategically as well as tactically to execute against customer business goals
• Proficient and organized, with the ability to take detailed notes and act on follow-up items
• Technical experience is preferred but not required.
• Must be a quick learner, self-starter, and have the ability to work with minimal supervision in a fast-paced environment
• Experience with technology stack of Salesforce, APIs, Gainsight