Customer Success Manager 1

The Key Account Customer Success Manager - is a critical customer-facing role which provides daily support, guidance and growth opportunities to our customers. As a customer advocate, the Customer Success Manager is responsible for delivering a superior customer experience to our customers while cultivating the relationship based on customer journey mapping, proactive account management, promoting customer satisfaction, upsell/cross-sell/renewal of STC products and Services, Support Key Account Outside Sellers and support customer product adoption. Our goal is to establish a referenceable customer base through raving fans! Responsible for daily delivery of Colibri solutions, act as the daily point of contact and trusted advisor, with deep understanding of customers' business goals and pain points. Define success plans rooted in data, with clear deliverables, for each assigned customer and ensure clear communication across the customer operational areas, ensuring best in class service. Work with customers to help them extract maximum value from Colibri's solutions to ensure high levels of program utilization while conducting consistent calibration sessions and business reviews. Build a strong understanding of client and industry segmentation, behavior and insights to drive customer lifetime value. Ownership of customer engagement including onboarding, nurturing, customer upsell/cross-sell and renewals. Establish, manage and grow value-based relationships through exceptional communication and follow through to ensure customer satisfaction, resulting in high customer retention. Serve as voice of the customer to prioritize feature requests and platform improvements during product discussions for Colibri to improve our business solutions using the customer feedback loop. Responsible for account retention, growth, and upsell/cross-sell Actively drive customer references and case studies.