About this Customer Success Manager (AM I) - 1031 - REMOTE role at Economicmodeling
Major Responsibilities:
Customer Strategy and Relationships
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Build trusted customer relationships through proactive, consistent engagement and a strong understanding of each customer’s goals, challenges, and priorities.
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Serve as a strategic advisor by conducting business assessments and recommending solutions aligned with customer needs and desired outcomes.
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Engage stakeholders at multiple levels to identify risks, opportunities, and changing business needs.
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Develop and manage customer success plans with clear goals, milestones, responsibilities, and measures of success.
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Monitor product adoption, engagement, account health, and progress toward customer outcomes.
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Proactively address risks and barriers to adoption, value realization, or renewal.
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Demonstrate the impact and ROI of Lightcast products and services through value storytelling, strategic presentations, and business reviews.
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Coordinate onboarding and accelerate customer time-to-value in partnership with internal teams.
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Own the full renewal lifecycle, including early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing.
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Maintain consistent commercial conversations throughout the customer lifecycle.
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Identify and execute cross-sell and upsell opportunities by connecting customer needs to appropriate solutions.
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Navigate rate changes, contract terms, budgets, and purchasing processes while balancing customer and company objectives.
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Maintain accurate account plans, renewal forecasts, activity records, and opportunity documentation.
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Collaborate with Sales, Product, Support, Services, and other internal teams to resolve customer needs and deliver a seamless experience.
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Manage multiple accounts, renewal timelines, commitments, and competing priorities in a fast-paced, results-driven environment.
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Follow through consistently on customer actions, risks, and opportunities.
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Share customer insights and feedback to improve products, services, and the overall customer experience.
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Adapt to changing customer needs, business priorities, products, and processes while continuously building industry and product expertise.
Customer Outcomes and Value
Renewals and Account Growth
Cross-Functional Execution
Education and Experience:
- 2+ years of experience in customer success, account management, consultative sales, or a related customer-facing role.
- Experience within a SaaS, DaaS, technology, data, or subscription-based environment.
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Experience managing the full customer lifecycle, adoption, account health, renewals, and expansion.
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Demonstrated ownership of renewals, including value confirmation, pricing, negotiation, contracting, and closing.
- Experience conducting business assessments, developing customer success plans, and communicating measurable outcomes and ROI.
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Strong consultative, relationship-building, presentation, negotiation, and value-storytelling skills.
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Ability to uncover customer needs, connect challenges to solutions, and influence stakeholders at multiple levels.
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Strong analytical, organizational, and problem-solving skills.
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Ability to manage multiple competing priorities and maintain a high level of customer activity.
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Proficiency with Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools.
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A continuous learner focused on creating sustainable, mutually beneficial outcomes for customers and the company.
