POSITION SUMMARY

The Customer Success Manager, Growth will be responsible for managing a portfolio of high-value customers, ensuring their satisfaction, retention, and growth. They will be tasked with building and maintaining strong relationships with key stakeholders, leading customers across a defined customer journey and implementing strategies that result in measurable customer results, high retention and growth rates and high NPS/CSAT. The ideal candidate will have a strong understanding of operational processes and a proven track record of managing complex accounts. They will also possess excellent communication, negotiation, and problem-solving skills and be comfortable working in a fast-paced, dynamic environment. The Customer Success Manager will work closely with cross-functional teams including Sales, Operations and Support to ensure a seamless customer experience and ensure that customers achieve their business goals. This role will be a hybrid model out of our Denver, CO office. 

This individual will report to the Senior Manager, Customer Success.

RESPONSIBILITIES

• Develop and maintain strong relationships with key decision-makers and stakeholders with Velocity Global’s customers in the Mid-Market segment. 
• Understand customer’s business needs and goals and provide solutions and guidance to help achieve them.
• Collaborate with cross-functional teams, including sales, product, operations and customer support to ensure the best possible outcomes for customers.
• Monitor customer satisfaction levels, proactively identify issues, and work to resolve them in a timely and effective manner.
• Work closely with key contacts within the customer’s organization to identify growth opportunities and expand the scope of services provided to customers, emphasizing a scaled program approach. 
• Develop and implement strategies to control client churn and maximize retention rates.
• Develop and implement strategies to increase client satisfaction and drive CSAT scores.
• Regularly report on customer performance and progress to internal stakeholders.
• Serve as the primary point of contact for assigned accounts, providing high-touch service
• Work closely with the product team to ensure customers are up-to-date on new features and product offerings.
• Collaborate with the customer support team to ensure customers receive timely and effective support.
• This role may require travel to visit customers annually to semi-annually to strengthen client relationships. Specific travel requirements will be determined based on business needs

QUALIFICATIONS

• Bachelor’s degree in business, marketing, or related field.
• 4+ years of experience in account management or related fields.
• Strong communication and interpersonal skills.
• Proven track record of building and maintaining strong relationships with customers.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical skills, with the ability to gather and interpret data to inform strategic decisions.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced, dynamic environment.