Customer Success Manager

**About Alida**
- Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth.

That’s why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.

With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers' ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.

Over 176 million people globally have used Alida's Total Experience platform to inform over 60,000 customer experiences initiatives.

**Customer Success Manager**

We are always looking to speak with qualified Customer Success Managers. In this role, you promote the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.

**Account Management**:

- Develop and manage value-based relationships with roughly 10-12 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content.
- With input from the director, oversee implementation, development, and oversight of our digital/tech touch Customer Success Model.
- Maintain a real time understanding of your customers and their adoption of our platform
- Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goals
- Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
- Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth.

**Identify expansion opportunities**:

- Identify opportunities to cross-sell and upsell customers on additional solutions
- Working with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or business units

**Be the leading advocate for our solutions within the customer organization**:

- Inspire your customers to think strategically about how our platform can support their business needs
- Understand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
- Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform

**Act as key point of contact for customer relationships**:

- Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
- Provide exemplary service and support that delights our customers
- Proactively look for risk indicators and get ahead of potential issues.
- Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded

**Be the leading customer advocate within Alida**:

- Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
- Champion on behalf of your customers for improvements and advancement of our solutions
- Identify customer adoption challenges, CSAT risks and other indicators of churn risk
- Develop and manage remediation plans to alleviate customer challenges

**Thought Leader on CS internally and externally in the organization**:

- Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
- Develop assets that assist with customer enablement (blogs, video’s, best practices, etc.)

**Desired Skills and Experiences**:

- Post-secondary educational degree
- An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
- Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role
- Post sales software experience as a CSM or Account Manager is highly desirable
- Proven ability to