Customer Success Manager

Eptura is a global worktech company that digitally connects people, workplaces, and assets in a unified platform to enable our customers to thrive. With 25 million users across 115 countries, we are trusted by the world’s leading companies, including 45% of Fortune 500 brands, to realize a better future at work.

Role Overview:

Are you ready to take your career to new heights? Join our dynamic team at Eptura as a Customer Success Manager. In this pivotal role, you will own a book of business, focusing on user adoption and customer retention. Your mission is to maximize growth, minimize churn, and identify upselling opportunities. You will ensure customers receive the highest value from our solutions, collaborating with sales teams and building strong client relationships. If you thrive in handling complex conversations and managing customer escalations, this role is for you.

Responsibilities:

• Account Management: Manage a portfolio of accounts by understanding growth drivers, identifying opportunities, and managing risks.
• Retention Goals: Meet and exceed net retention and gross churn targets for assigned accounts.
• Customer Solutions: Help customers translate their business use cases into our solutions, demonstrating clear ROI.
• Stakeholder Management: Effectively manage customer stakeholders and build long-lasting relationships to navigate challenging times.
• Post-Sale Success: Serve as the primary post-sale contact, ensuring successful onboarding, user adoption, and retention.
• Customer Journey: Deliver all identified touchpoints, including business and roadmap reviews and cadence (both personal and automated).
• Analytics: Leverage customer health analytics to identify expansion opportunities, churn risks, and impacts on satisfaction or value.
• Cancellations: Process cancellations and document reasons thoroughly.
• Cross-Functional Collaboration: Assemble and leverage internal teams to deliver health plans for distressed customers, including Professional Services, Support, Account Executives, and Sales.
• Pattern Identification: Identify patterns preemptively to improve the organizational usage and adoption of our solutions.
• Renewal Support: Assist renewal and account management teams in all renewal activities as needed.
• Customer Marketing: Collaborate to grow a library of customer success stories, testimonials, and online reviews.
• CS Operations: Contribute to the success of Customer Success operations projects that address gaps in the customer journey.
• Enablement Support: Provide feedback and support to the enablement team in their new initiatives.
• Record Maintenance: Maintain updated records and forecasting accuracy in all systems (Salesforce and Customer Success tool).

About You:

• Customer-Centric: Passionate about providing an excellent customer experience.
• Industry Knowledge: Strong understanding of Customer Success as an industry and practice, with successful management of a book of business as a CSM.
• Data Management: Comfortable with data management and identifying patterns.
• Adaptability: Embrace change and new processes and tactics.
• Continuous Learning: Eager to understand technology products from a user perspective and keep up with industry trends.
• Tool Proficiency: Familiarity with industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, etc.).
• Metrics Understanding: Solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).
• Results-Driven: Strong background in Customer Success/Account Management and other customer experience functions.
• Language: Proficiency in German and/or French is a plus to support our diverse client base.