Customer Success Manager

Job description

As Engage3 continues to focus on growth and evolution, we are committed to excellence and innovation. Customer Success Team plays a crucial role in our organization as they directly influence customer satisfaction and loyalty. The Customer Success Team is the strategic partner to existing clients, building and maintaining a strong relationship and high integration with Engage3 data and tools. The team will consult and strategize with existing customers to drive renewals, identify growth opportunities, and drive high Net Revenue Retention and logo retention across their portfolio. An important part of our success is operating with the customer at the center of everything we do. Position Overview As a Customer Success Manager, you will be a key member of the Customer Success team, responsible for driving renewals, identifying upsell opportunities, and generating new revenue. This role combines strategic account management with proactive sales efforts to ensure our clients get the most out of Engage3 solutions. You'll build strong relationships with existing clients to understand their goals and maximize the value they receive from our tools and data, promoting long-term retention and growth. Key Responsibilities Renewals & Growth: Proactively manage all renewals within your portfolio accurately forecast pipeline and identify upsell or cross-sell opportunities. Each Customer Success Manager has a retention and an upsell target to achieve. Customer Partnership: Act as a strategic advisor, deeply understanding each client’s goals and helping them maximize the impact of Engage3 solutions. Drive regular business reviews, product adoption, and advocacy across client teams. Continue to increase customer adoption and users through relationship building. Goal is to increase the number of departments, users, and drive relationships with influence within the organization. Strategic Account Planning: Drive the creation and implementation of strategic account plans across your portfolio. Operational Excellence: Oversee contracting and invoicing processes, ensuring accuracy and timely execution. Maintain detailed and current records in CRM, including opportunity data, health metrics, and next steps to support portfolio forecasting. Customer Advocacy: Gather and synthesize client feedback to identify trends, influence product improvements, and strengthen Engage3 customer-centric culture. Thought Leadership: Be a student of the industry. Use industry trends and customer news to showcase yourself as a thought leader and valuable partner to your internal and external customers. Who You Are: Proficient in English Ability to work US based hours Education: College degree required; marketing and business degrees preferred Experience: 2+ years’ experience in Account Management, Customer Success, Analytics or Sales Support and 1+ years’ experience with Retailers and price optimization Experience in surpassing retention and upsell targets Strong relationship building experience with the ability to showcase how you have increased engagement with higher level stakeholders Strong communication and problem-solving skills with a customer-first mindset Proficiency in storytelling through PowerPoint Action-oriented by demonstrating agility and a continuous improvement mindset Demonstrated ability to self-motivate, multi-task in a fast-paced environment, work in teams and be flexible Capable of handling multiple projects and deadlines, working well under pressure Cross functional collaboration and influencing skills Must have exceptional organizational abilities, follow-through and be able to focus on details Strong proficiency with Power Point, Excel, and Word; experience using Salesforce Why Join Us? Be part of a fast-paced, customer-focused team dedicated to delivering excellence. Competitive salary, benefits, and opportunities for professional development. If you're passionate about helping customers succeed and want to grow your career in Customer Success, we’d love to hear from you!