客户成功经理
Customer Success Manager
Description
我们正在寻找一位客户成功经理（CSM）加入我们的客户成功团队。理想的候选人应热衷于学习创新技术，整理信息/数据，按照流程和监管要求工作，并渴望成为不断增长和充满活力的团队的一员。如果你是善于解决问题的人，喜欢与人合作以找到对客户和Dot都最佳的解决方案，那么你将在这一角色中取得成功。客户成功是我们的首要价值，此职位需要具备客户服务导向的人员。
关键职责
- 高层合作伙伴与关系管理：与包括高管赞助人和部门负责人（副总裁/总监级别）在内的利益相关者建立并维护多线关系。开展与客户业务目标一致的结构化高管业务评审（EBRs）。
- 留存、扩展与组合增长：负责你所管理客户组合的净留存率（NRR）。主动缓解续约风险，主导战略合同续约讨论，并识别跨职能扩展机会。
- 战略采用与价值实现：制定定制化的联合成功计划、变更管理策略和价值实现指标，以推动在复杂、受监管的运营环境中的采用。
- 主动账户治理与健康度：持续监控组合使用模式、运营健康评分和组织变化，以确保长期平台整合和满意度。
- 跨职能账户领导：作为关键账户的内部倡导者（“客户之声”），推动战略举措并处理任何账户升级问题。
- 持续改进：为我们在全球团队中客户成功的框架、最佳实践和操作手册的扩展做出贡献。
要求
- 经验：5年以上客户成功管理相关经验。
- 沟通能力：英语书面和口语沟通能力优秀。掌握其他语言是加分项，但非必需。
- 技术能力：必须具备强烈的技术导向；你应具备独立学习能力，能够快速掌握新软件。接触过AI工具将是一个优势。
- 软技能：良好的社交能力，团队合作精神，以及出色的演示能力。
- 适应力：能够在高速成长的全球初创环境中表现出色，以积极主动的方式解决问题。
查看英文原文
Description
We are looking for a Customer Success Manager (CSM) to become an integral part of our Customer Success team. Our ideal candidate should be passionate about learning innovative technologies, organizing information / data, working according to procedures and regulatory requirements, and keen on becoming a part of a growing and dynamic team. You will succeed in this role if you are a problem solver that likes to work with people to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires individuals to be customer service oriented.
Key Responsibilities
- Executive Partnership & Relationship Management: Build and nurture multi-threaded relationships with stakeholders including executive sponsors, and division leads (VP/Director level). Conduct structured Executive Business Reviews (EBRs) aligned with customer business goals.
- Retention, Expansion & Portfolio Growth: Own Net Retention Rate (NRR) across your account portfolio. Proactively mitigate renewal risks, lead strategic contract renewal discussions, and identify cross-functional expansion opportunities.
- Strategic Adoption & Value Realization: Develop tailored joint success plans, change management strategies, and value realization metrics to drive adoption across complex, regulated operational environments.
- Proactive Account Governance & Health: Continuously monitor portfolio usage patterns, operational health scores, and organizational changes to ensure long-term platform integration and satisfaction.
- Cross-Functional Account Leadership: Serve as the internal advocate for key accounts ("Voice of the Customer"), drive strategic initiatives, and handle any account escalations.
- Continuous Improvement: Contribute to the scaling of the Customer Success frameworks, best practices, and playbooks across our global team.
Requirements
- Experience: 5+ years of experience in a Customer Success Management role.
- Communication: Excellent written and oral communication skills in English. Additional languages are a plus but not essential
- Technical Aptitude: Strong technical orientation is a must; you should be an independent learner capable of mastering new software quickly. Exposure to AI tools would be beneficial.
- Soft Skills: High social skills, a team-player mentality, and excellent presentation abilities.
- Agility: Ability to excel in a global hyper-growth, start-up environment with a proactive approach to problem-solving.
Preferred Requirements
- Platform Knowledge: Experience with Salesforce administration or development.
- Industry Knowledge: Previous exposure to the Life Science industry, QA, or software validation is a major plus.
- Note: If you don't have life sciences experience, we look for a steep learning curve and a high drive to master the domain quickly.
Originally posted on Himalayas