[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. TierPoint is seeking a Customer Success Manager (CSM) to focus on building, retaining, and growing customer accounts. The role involves managing customer expectations, improving account health, and ensuring customers realize maximum value from their investment. Responsibilities include delivering a seamless post-purchase experience, maintaining relationships, and identifying opportunities for account growth.ResponsibilitiesDelivering a seamless post-purchase experience for customersBuilding and maintaining relationships with a portfolio of customers by assisting them with onboarding, training, and adoption of products or servicesTakes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizationsStrong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating riskDevelop and execute on account strategies for accounts, while working alongside the sales team to deliver positive outcomes for clientsCommunicate with customers to meet long-term goals; gather, and deliver information between internal and external teams, track and optimize customer retention metricsServe as a product, company, and industry ambassador, educating on capabilitiesCollects customer feedback and monitor customer health to identify potential risksProvide guidance and support throughout the customer lifecycleSecure renewals, increase renewal rates, identify upsell/cross-sell opportunities, and reduce churnEnsures customer retention by proactively addressing needs and concernsPartner with sales to identify expansion opportunities and ensure realization of the expansion sales potential within portfolioCommunicates with customers based on business approach (low-touch, tech-touch, high-touch)Intervenes through proactive customer engagement to prevent support issues, foster customer loyalty, and promote good business relationshipsSkillsBachelor's Degree (or equivalent work experience)5+ years of experience in Enterprise Customer Success, Solution Architect or ManagementStrong understanding of value drivers in recurring revenue business modelsMust work well within a team environmentPrior experience in a consultant role where customer growth was achieved primarily through continuously delivering valueStrong listening ability and persuasiveness, appropriate interpersonal styles, and communication skillsProven ability to be a business advisor by creating valuable business partnerships with customersProven ability to synthesize and draw conclusion from dataAbility to be a compassionate, strategic problem solver who can prioritize/adapt quicklyDetail-oriented, organized, and able to handle and prioritize multiple responsibilitiesBenefitsHome or Office based depending on locationTravel to corporate, regional markets, and opportunity specific travel, as requiredCompany OverviewTierPoint is an enterprise data center company that provides secure, connected IT platform solutions for digital transformation initiatives. It was founded in 2010, and is headquartered in St Louis, Missouri, USA, with a workforce of 501-1000 employees. Its website is http://www.tierpoint.com.