Customer Success Manager (Client Partner) Remote, US - Apexchat

Client Partner (Upsell and Retention Focus) FULLY REMOTE POSITION FROM YOUR HOME

Position Overview: We are seeking a driven and results-oriented Client Partner to join our team with a primary focus on upselling, Net Revenue Retention (NRR), and churn reduction. The ideal candidate will be instrumental in maximizing customer lifetime value by cultivating strong relationships, encouraging product adoption, and implementing strategies to boost revenue and minimize churn.

Responsibilities:

• Cultivate and maintain relationships with assigned clients to comprehend their business needs, obstacles, and objectives.
• Proactively engage with clients to stimulate product adoption, usage, and value realization, thereby enhancing retention and NRR.
• Identify upsell opportunities within the client base by understanding their evolving requirements and proposing relevant product/service enhancements or solutions.
• Execute upsell opportunities seamlessly, ensuring a smooth transition and high customer satisfaction.
• Deploy proactive strategies to mitigate churn and enhance customer loyalty through effective communication, issue resolution, and value-added services.
• Analyze customer data, usage patterns, and feedback to pinpoint potential risks and opportunities, providing insights to internal teams for product enhancements.
• Act as a customer advocate internally while representing the company's interests externally, ensuring a positive customer experience across all interactions.

Qualifications:

• Demonstrated experience (2 years) in a Customer Success or Sales role, SaaS, or technology-related industry.
• Proven success in upselling, renewals, and churn reduction, with a track record of meeting NRR and upsell targets.
• Sound understanding of customer success metrics, such as NPS, CSAT, retention rates, and lifetime value.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with customers at various levels.
• Analytical mindset with proficiency in interpreting data and translating insights into actionable strategies.
• Self-motivated, proactive, and organized individual with a customer-centric approach.

Education and Requirements:

• Proficiency in HubSpot, Google Suite, and Microsoft Office Suite.
• Experience collaborating with multicultural and cross-functional teams, including Tech, Service, Sales, Marketing, and Product Development.
• Ability to travel as needed to conventions (Sign Up Basis)

Additional Details:

• Hiring 1-2 positions immediately, contingent on satisfactory reference verification and clean background check.
• Compensation: OTE $40,000-$90,000 + Base salary $40,000-$55,00 plus commission (uncapped) + bonus
• Schedule: Monday to Friday, 8:30 am - 5:30 pm EST (can be discussed), with flexibility based on business requirements.
• Base pay 40k-55k based on experience plus commissions :
• OTE up to $90,000+
• No Cap on commissions
• Retention Bonus plus discretionary bonus
• Monthly Lunch allowance
• Formal Training program
• Company supplied computer
• Employee discounts
• Health Insurance (Company Paid 50% family 90% Individual up to $300 a month - Open network, you choose health insurance company, deductible, plan, ETC)
• Dental, Vision, Life, Supplemental A&D, Short Term Disability, Long Term Disability, & More available at employee costs through our open network
• 401k
• 10 Paid Vacation Days (accruing 90 days after start)
• 5 Sick days
• 8 Company Holidays 
• 2 Floating Holidays