Job description

Requirements

• Experience working in a client-facing role, namely account management or customer success experience, or other closely related work experience,
• Experience managing account renewals – the ideal candidate should have a sales oriented approach and be able to effectively apply it throughout the entire customer journey,
• A proven record driving customer satisfaction and enhancing the customer experience,
• SaaS experience and working knowledge of software products,
• Strong computer skills and proficiency in Google Workspace, Excel, and other word processing tools; prior knowledge of Salesforce or another CRM is preferred,
• Ability to be self-motivated, highly organized, and have a positive attitude and professional demeanor,
• Exceptional written and verbal communication skills, analytical skills,
• Fluency in English

What the job involves

• The Customer Success Manager will develop and maintain strong relationships with Storyblok customers ensuring their business needs are met and exceeded, and working with Enterprise Customers will own all aspects of the post sales process,
• Key focus is closing large deals and working together with Storyblok’s Sales team to discover new opportunities in your assigned sales territory,
• Build trusted relationships with customers and help them get the most out of the product this includes but is not limited to; onboarding, recurrent training, answering technical and content-based questions,
• Organize and run Quarterly Business Reviews (some onsite travel may be required),
• Attend Industry events,
• Report up to date metrics on client usage data and health indicators,
• Retain and renew existing accounts,
• Develop long term strategic account plans that identify expansion opportunities. Own and close commercial upsell,
• Own the client and renewal opportunity data in Salesforce and ensure accuracy,
• Provide a first class customer experience’, we care about our customers and their experience, and our CSMs to become trusted advisors,
• Work closely with internal teams. For example; provide feedback to the product teams, liaise with Marketing teams on PR and Case Studies,
• The position requires approximately 20% travel, to foster client relationships and participate in events that contribute to the growth and success of Storyblok