Narrative Science is seeking a highly motivated customer success manager to join its Chicago team. The right candidate will have a passion for customer advocacy as well as a strong knowledge of sales and account management practices within the SaaS software world. This person will be responsible for turning our enterprise customer base into long-term advocates, references, and champions via constant improvement and monitoring of the customer journey.

Responsibilities:
● Manages relationship with client project or program manager and key stakeholders to maximize overall customer lifetime value
● Owns the renewal process and retention of existing customers within a defined territory/book of business
● Drives new business growth through greater customer advocacy and reference-ability
● Provides project leadership, coordination and guidance for the customer’s major initiatives around each of Narrative Science’s products
● Participates in the overall delivery process at critical junctions like onboarding, iteration, and the transition from deployment to support
● Successfully manages the transition of clients from deployment to account management/support
● Provides clear and constructive product feedback to the Narrative Science product team based on customer requests
● Serves as the primary internal point of contact between customer operations and marketing
● Facilitates relationship between NS marketing and client marketing/PR functions to further initiatives around case studies, marketing event participation and more
● Spearheads outreach initiatives to clients & devises a customer engagement strategy, including customer satisfaction surveys, invitations to events, and more
● Conducts customer surveys to collect metrics on satisfaction and product value

Requirements:
● Bachelor’s degree required
● 5-7 years of experience in an account management, sales or service delivery role at a SaaS software company
● Experience interfacing with clients and good verbal and written communication skills
● Demonstrated ability to coordinate teams and projects
● Ability to track and capture actionable customer metrics in CRM software

About Narrative Science:
Narrative Science is the leader in advanced natural language generation (Advanced NLG) for the enterprise. Quill, its Advanced NLG platform, learns and writes like a person, automatically transforming data into Intelligent Narratives—insightful, conversational communications full of audience-relevant information that provide complete transparency into how analytic decisions are made.