Address
Form of work
Role Overview
As a Partnerships Success Manager, you will focus on maintaining and growing relationships with R-Zero's existing customer base. You will ensure your assigned customers are satisfied while also driving revenue growth through renewal and expansion opportunities. You will represent the voice of the R-Zero customer within the organization, communicating feedback and learnings cross-functionally. This role reports to the Vice President of Partnerships Success.
This is a hybrid work location position with a minimum of one to two days per week in our San Francisco and Menlo Park offices.
Key Responsibilities
- Own the entire relationship with assigned customers, including onboarding, training, product adoption, retention, and satisfaction
- Build and strengthen relationships with customers as a trusted and strategic advisor to help ensure the continued value of our products and services
- Develop and maintain customer success strategies and best practices
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Maintain existing customer success metrics and data as directed
- Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to customers
- Maintain accurate customer records, keeping track of any contract updates and renewals
- Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Collaborate, problem-solve, and/or strategize with team members on pitch decks, talking tracks, and proposals for upcoming customer interactions
- Identify upsell, cross-sell, and renewal opportunities and communicate on progress regularly
- Analyze trends in CSAT and NPS scores to identify areas for improvement
- Work with sales and marketing teams to boost customer referrals and develop case studies
- Handle inquiries and requests from customers and address their needs
