Job Description - Customer Success Manager - (Remote) in Herndon
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Customer Success Manager - (Remote)

Ref: US_EN_6_971578_1474643

Posted on 21 November 2022
$38 - $40

Drive product adoption and usage, and act as the trusted advisor to customers. The Customer Success Manager will:

  • Own the Customer relationship, renewal and retention from point of sale
  • Be responsible for driving the adoption of products and services, retention, and growth of a portfolio of Customers
  • Provide guidance for Customers, ensuring that every customer experiences optimal value
  • Service as primary point of contact with Customers and engage with cross-functional teams to proactively manage and successfully resolve identified Customer issues
  • Organize, follow up and be proactive about Customer issues to ensure overall customer satisfaction and success
  • Represent corporate operational expertise in all communications
  • Non-managerial duties and responsibilities

  • Manage a portfolio of marque customers post-sales and post-onboarding through proactive data analytics, strong relationship-building, stakeholder engagement, and proactive communication
  • Develop, analyze and deliver a set of reports for all assigned Customers based upon products and services installed.
  • Manage day to day analytical activities, including but not limited to:
    1. Asset Assignments & Management
    2. Data Monitoring
    3. Report development and distribution with focus on the Customers’ ROI
  • Engage with customer support and engineering teams as Customer advocate and act as the Customer champion to ensure expedient resolution to customer issues and collaborate with other in-house resources to troubleshoot and resolve issues
  • Advise Customers on the optimal approaches to hardware and/or software use challenges based upon the expert understanding each
  • Drive additional sales revenue within existing, assigned customer base by building relationships with key players, becoming a trusted advisor and advocate and maintaining an on-going account strategy for finding value-added opportunities within the named accounts
  • Proactively and professionally communicate on key initiatives with the goal of increasing customer adoption, satisfaction and retention
  • Work with the Customer Success team and Customers to lead retention efforts as needed to ensure retaining of assigned customers’ accounts revenue and positively impact churn measurements for Business unit
  • Work with the Customer Success team to develop scalable, repeatable and specific Customer account/success plans and conduct regular business reviews with customers to proactively ascertain successes, challenges and opportunities for additional support and/or expansion. Actively seek ways to provide continued value to the customer and drive long-term account growth
  • Serve as an ambassador of the brand in all customer interactions, maintaining the highest level of professionalism and world class service users have come to expect.

  • 5+ years in a previous Customer Success, Account/Relationship Management and /or technical project management role
  • Travel can be heavy, should be inclined to travel based upon need
  • Experience in Success management
  • Degree in Business
  • CCXP certified
  • PMP
  • Bachelor’s degree or equivalent
  • Strong relationship building and problem-solving skills
  • Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company
  • Ability to be proactive and manage multiple priorities and tasks simultaneously
  • Excellent communication skills with ability to convey information across all levels of an organization.
  • High proficiency with or other CRM software, Microsoft Office (Excel, Word, and Outlook)
  • Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records

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