Customer Success Manager
Narrative Science is seeking a highly motivated Customer Success Manager to join its Chicago team. You will have a passion for customer and partner advocacy as well as a strong knowledge of sales and account management practices within the SaaS software world. You will act as a “CEO” and create strategic account plans for a defined territory/book of business for the purpose of maximizing the lifetime value of our customers. You will be responsible for turning our enterprise customer base and partner network into long-term advocates through constant improvement and monitoring of Narrative Science’s customer journey.
Responsibilities:
Oversees the success of the entire customer journey from pre-sales through account expansion
Collaborates with Marketing and Sales to drive account expansion through sourcing leads from existing accounts, creating opportunities
Partners with the Narrative Science Enterprise Sales team to close upsell and cross-sell opportunities
Manages relationships with client project managers and key executive stakeholders to maximize overall customer lifetime value
Spearheads client outreach initiatives & devises a customer engagement strategy, including customer satisfaction surveys, invitations to events, and more
Owns the renewal process and retention of existing customers within a defined territory/book of business
Provides project leadership, coordination and guidance for the customer’s major initiatives around each of Narrative Science’s products
Provides clear and constructive product feedback from the customer to the Narrative Science product team
Facilitates relationship between NS marketing and client marketing/PR functions to further initiatives around case studies, marketing event participation and promote the value of client partnerships
Conducts customer surveys to collect metrics on satisfaction and product value
Requirements:
Bachelor’s degree required
3-5 years of experience in an account management, sales or service delivery role at a SaaS software company
Experience using Business Intelligence software such as Tableau, Qlik, Microstrategy, and/or PowerBI
Ability to track and capture actionable customer metrics in CRM software
Can identify which sales activities will contribute to high-quality and high-velocity sales to ensure higher-than-average conversion rates
Proven ability to work with cross-functional stakeholders
Flexible with ambiguous environments
Excellent self accountability, time and resource management skills
Critical thinker and problem solver that make impact in favor of positive customer outcomes.
Previous consulting industry experience a plus
About Narrative Science:
Narrative Science creates software that writes stories from enterprise data to drive understanding and results. Powered by artificial intelligence, our technology automatically turns data into easy-to-understand reports, transforms statistics into stories, and converts numbers into knowledge. Narrative Science works with customers including Deloitte, MasterCard, USAA, and members of the U.S. intelligence community, empowering them to understand and act on key business metrics, make better decisions, and focus talent on higher-value tasks -- all through the power of data storytelling.