Headquarters: United States (Distant)
URL: https://localizejs.com/firm/careers
Localize is searching for a strategic, growth-oriented Buyer Success Supervisor to personal key buyer relationships, drive measurable enterprise outcomes, and increase our footprint throughout a rising portfolio of enterprise and high-value accounts. You’ll mix consultative partnership with industrial possession to assist clients notice worth whereas figuring out alternatives for deeper adoption and growth.
On this position, you’ll lead new buyer onboarding and drive product adoption, whereas repeatedly monitoring buyer well being metrics to establish dangers and proactively deal with them. A vital a part of your position can be to uncover and capitalize on growth alternatives, together with upsell and cross-sell initiatives that align with buyer targets and maximize buyer lifetime worth (LTV).
You’ll act as a trusted advisor, serving to clients extract most worth from our options whereas figuring out new methods to resolve enterprise challenges via deeper engagement and broader resolution adoption. Moreover, you’ll collaborate with inner groups and management to form buyer success methods and assist the execution of firm and departmental targets.
In the event you’re enthusiastic about constructing strategic relationships, fixing actual enterprise issues, and driving measurable outcomes via account progress and ecosystem collaboration, we need to hear from you!
What You’ll Do
Strategic Account Administration & Engagement
- Personal a portfolio of strategic accounts, constructing trusted relationships with each govt stakeholders and day-to-day customers.
- Act as a strategic advisor by aligning buyer targets with product capabilities to drive measurable enterprise outcomes.
- Conduct common check-ins, QBRs, and strategic planning classes to bolster worth and keep alignment with evolving buyer wants.
- Monitor account well being metrics (e.g., engagement, utilization, NPS) and take proactive, data-driven actions to scale back danger and enhance satisfaction.
Income Progress, Enlargement & Retention
- Personal renewal and growth targets inside your e-book of enterprise.
- Carries a quarterly retention and growth targets aligned to departmental targets.
- Personal the complete buyer lifecycle post-sale, together with adoption, retention, renewal, and growth.
- Establish and execute upsell, cross-sell, and growth alternatives via strategic account planning and desires discovery.
- Construct strategic relationships to allow cross promoting inside a company
- Develop a deep understanding of consumer accounts to establish progress alternatives and drive growth via strategic, consultative account planning.
- Drive renewals by demonstrating worth, figuring out upsell alternatives, and minimizing churn dangers.
- Proactively handle buyer relationships to make sure satisfaction, reduce churn, and drive long-term retention via constant engagement and worth supply.
- Contribute to evolving the Buyer Success playbook by sharing finest practices, course of enhancements, and strategic insights.
Buyer Advocacy & Suggestions Loop
- Function the voice of the shopper by amassing insights and suggestions to tell Product, Advertising, and Help roadmaps.
- Help the creation of buyer success tales, case research, and consumer teams to showcase influence and foster neighborhood.
- Collaborate cross-functionally to enhance the end-to-end buyer expertise and floor alternatives for platform enhancements.
Onboarding & Product Adoption
- Lead onboarding for brand spanking new clients, making certain profitable implementation, early engagement, and a clean handoff from Gross sales.
- Collaborate with Help and Product groups to resolve points early and guarantee clients notice preliminary worth shortly.
- Conduct coaching classes, webinars, and enablement initiatives to advertise self-sufficiency and drive product stickiness.
What Success Seems Like
- Excessive retention and renewal charges throughout your buyer portfolio
- Constant and strategic execution of cross-sell and upsell initiatives
- Enlargement income aligned to strategic progress targets
- Sturdy govt and user-level relationships
- Demonstrated buyer worth and engagement through product utilization metrics
- Constant execution of CS playbooks, QBRs, and strategic planning cycles
- Buyer participation in co-branded initiatives and companion packages
- Acts as a real workforce participant by fostering a tradition of collaboration, empathy, and accountability throughout departments. Success is demonstrated via proactive information sharing, supporting friends, and contributing to a unified strategy that improves buyer satisfaction, renewals, and progress
What You Carry
- 3+ years of expertise in a Buyer Success, Account Administration, or Consumer Accomplice position inside a B2B SaaS atmosphere
- Confirmed potential to personal and develop income from present buyer accounts via cross-selling, upselling, and partnership improvement
- Wonderful communication and govt presence; comfy partaking C-level stakeholders
- Sturdy technical fluency and talent to translate product worth to enterprise outcomes (HTML/CSS/JavaScript familiarity is a plus)
- Extremely organized, metrics-driven, and in a position to handle a number of priorities independently in a fast-paced atmosphere
- Brings a disciplined strategy to CRM hygiene and leverages instruments like HubSpot to trace key efficiency metrics, keep correct buyer knowledge, and assist reporting workflows that allow data-driven decision-making
- A proactive mindset with a bias towards motion, you don’t watch for points to escalate; you anticipate buyer wants, deal with dangers early, and work cross-functionally to make sure long-term success and satisfaction
- A real workforce participant mindset, fostering collaboration, empathy, and accountability throughout departments. Proactively shares information, helps friends, and contributes to a unified strategy that drives buyer satisfaction, renewals, and progress
- A strategic mindset with the power to establish and nurture partnerships corresponding to integrations, co-marketing initiatives, and referral packages that ship mutual worth and drive enterprise progress.
To use: https://weworkremotely.com/remote-jobs/localize-customer-success-manager
