Customer Success Manager, Scaled Renewal Ops
To see similar active jobs please follow this link: Remote Customer Success jobs
The Role
Loom is seeking a Customer Success Manager to help drive the retention of our customers across our scaled book. The ideal candidate is experienced in building out a renewal process for PLG organizations and is comfortable being customer-facing to discuss commercials and contracts.
Responsibilities
Collaborate on building and iterating on our renewals process to support our customers
Develop playbooks for renewal engagement maximizing revenue retention
Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
Drive renewal opportunities, forecast, negotiation, and closing on-time contracts while maintaining accurate notes and account details in our CRM
Leverage product usage data and GTM insights to accurately assess our customers’ health and risk profiles; drive playbooks to mitigate customer risk
Manage accurate and consistent renewal outreach via playbooks
Identify potential expansion opportunities and partner closely with Sales and Customer Success Management to close them
What We're Looking For
You have 4+ years of success in your current Customer Success, Renewal Management or Account Management role
You've been a first or early hire at a fast-growing start-up before (you embrace ambiguity)
Proven track-record of increasing renewal rates
Experience implementing renewal processes and metrics
Ability to build Customer Success playbooks and new processes based on learnings (familiarity with Outreach.io and Salesforce.com is required)
You’ve got strong technical chops
You have experience managing and expanding customer relationships with a strong commercial aptitude, including overcoming objections to achieve results
You are data-driven, comfortable with analyzing large data sets to understand trends and identify leading-indicators to influence decision-making.
A self-motivated, dedicated teammate with innovative ideas to inspire customer retention
About the job
Customer Success Manager, Scaled Renewal Ops
To see similar active jobs please follow this link: Remote Customer Success jobs
The Role
Loom is seeking a Customer Success Manager to help drive the retention of our customers across our scaled book. The ideal candidate is experienced in building out a renewal process for PLG organizations and is comfortable being customer-facing to discuss commercials and contracts.
Responsibilities
Collaborate on building and iterating on our renewals process to support our customers
Develop playbooks for renewal engagement maximizing revenue retention
Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
Drive renewal opportunities, forecast, negotiation, and closing on-time contracts while maintaining accurate notes and account details in our CRM
Leverage product usage data and GTM insights to accurately assess our customers’ health and risk profiles; drive playbooks to mitigate customer risk
Manage accurate and consistent renewal outreach via playbooks
Identify potential expansion opportunities and partner closely with Sales and Customer Success Management to close them
What We're Looking For
You have 4+ years of success in your current Customer Success, Renewal Management or Account Management role
You've been a first or early hire at a fast-growing start-up before (you embrace ambiguity)
Proven track-record of increasing renewal rates
Experience implementing renewal processes and metrics
Ability to build Customer Success playbooks and new processes based on learnings (familiarity with Outreach.io and Salesforce.com is required)
You’ve got strong technical chops
You have experience managing and expanding customer relationships with a strong commercial aptitude, including overcoming objections to achieve results
You are data-driven, comfortable with analyzing large data sets to understand trends and identify leading-indicators to influence decision-making.
A self-motivated, dedicated teammate with innovative ideas to inspire customer retention