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We are looking for an experienced Customer Success Manager to join our growing team and play a critical role in improving net retention. The Customer Success Manager will manage a portfolio of accounts with a high-touch approach, supported by our scaled and tech-touch motions. The ideal candidate will have a proven track record of successfully leveraging customer success and turning that into advocacy and expanding use cases within clients. This person should have a strong business acumen, an appetite to understand client goals, and the ability to demonstrate the ROI of our product. Success in this role will be measured by gross retention and expansion revenue.

Responsibilities:

• Manage a portfolio of accounts to ensure customer success and value realization
• Maintain strong gross retention results and execute on uncovering and converting expansion revenue
• Develop and implement customer success plans to drive adoption, advocacy, and growth
• Build strong relationships with customers to understand their goals and challenges
• Partner with cross-functional teams to ensure customer satisfaction and success
• Analyze customer data to identify trends and opportunities for improvement
• Provide regular reporting and insights on customer success to key stakeholders
• Continuously seek opportunities to improve processes and drive efficiency

Requirements:

• Bachelor's degree or equivalent in a related field
• 5+ years of experience in customer success, account management, or sales for a SaaS organization
• Willingness to work US hours
• Strong data analysis and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to prioritize and manage a high volume of customer interactions
• Proven track record of building strong relationships with global customers and driving advocacy
• Strong business acumen and understanding of customer ROI
• Ability to work cross-functionally with multiple teams
• Familiarity with front-end web technologies a plus

At Walnut, we are committed to empowering our employees to drive change and make a meaningful impact. If you are passionate about customer success and have a desire to work with a talented team, we would love to hear from you!