Customer Success Manager (CSM)

As a Client Success Manager (CSM), you will be instrumental in fostering and nurturing robust partnerships between LifeRaft and our valued clients. Your primary focus will be comprehending each client's unique business objectives and requirements, and facilitating seamless onboarding and sustained utilization of Navigator's solutions. With dedicated support from our internal revenue team and the Revenue Team, you will collaborate closely with clients to realize their desired outcomes, proactively addressing any challenges or impediments to their success.

Requirements

What You do as a CSM

• Drive high usage of our Navigator platform by creating and executing action-oriented customer introduction, training, and adoption plans.
• Help customers define clear business outcomes and then build a "success plan" with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
• Build, maintain, and leverage strong relationships and regular communication with account stakeholders to create strong support for new opportunities and to secure their willingness to advocate on behalf of LifeRaft.
• Utilize Revenue Team support to manage a book of business and identify renewal and expansion opportunities
• Work with clients throughout the customer life cycle to encourage growth and minimize churn.
• Be responsible for managing (but not limited to) 6-10% of our Company s Total ARR.
• Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement

• Build long-standing relationships with daily users and executive stakeholders to understand how customers use the product, increase their return on investment, and achieve customer business outcomes.

• Maintain internal CRM (currently Salesforce, Catalyst) with current account and contact information.
• Manage account escalations
• Provide insights with respect to the availability and applicability of new features in LifeRaft if relevant
• Support LifeRaft in identifying and recommending training opportunities
• Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to LifeRaft account stakeholders and externally to Customer Sponsors and Executives
• Translate customer product usage data into actionable advice for customers

What You Need to Get the Job Done

• 1-2 years of experience in a Customer Success role
• Experience in, and love for, customer relationship management
• Experience with Gong, Salesforce, Catalyst or related CRM tools for Customer Success and Sales
• Proactive Problem-Solving skills
• Ability to nurture caring and empathetic relationships with peers and clients
• Exposure to relevant technical acumen and exposure to and knowledge of professionalism best practices
• Ability and desire to be collaborative, and think critically
• Strong communication and time management skills
• Ability to be curious, tenacious, persuasive, and results-driven

Benefits

WHY LIFERAFT?

We pride ourselves on our innovative spirit and determination to relentlessly pursue zero missed threats for a safer world. LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today! Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe making a real impact in the world we all live in.

The diversity of our team is integral to our success. We are a team of passionate and tenacious individuals and pride ourselves in fostering a curious, caring, and positive culture. You can find more info about us here!

We offer our team:

• Attractive & competitive compensation plan & benefits
• Investment in personal and professional growth
• Remote work/office space (with dogs!) with flexible hours
• Flexible time off Take a minimum of 15 days/year with no cap beyond!
• Health Benefits & $750 Yearly Lifestyle Subsidy
• Diversity & Inclusion Committee
• Authentic co-workers & fun social activities