Customer Success Manager

Description

The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our customers, working across multiple industries, use cases, & stakeholders. The Customer Success Manager is a strategic, customer-centric, and results-driven individual who is ambitious, experienced, and interested in mastering strategic customer relationships. This is an exciting and dynamic role that will help build relationships with customers and will fuel event success, retention, growth, renewals, and advocacy. 

You’ll serve as a trusted advisor, helping customers drive adoption, advocate for their needs, find value in their investment with Bizzabo, and aid in growing the partnership. You will have an integral position within Bizzabo, working closely with Solutions & Sales Engineering, Product, Support, and Services to ensure your customers’ success, ultimately securing renewals and driving growth. You are highly motivated to drive forward movement and possess a strong intellectual curiosity. 

This is likely a role you are pursuing after spending a few years within a customer success or account management function within several organizations. The ideal candidate will have customer-facing SaaS customer success, account management, or tech consultant experience, and is excited about diving into or expanding upon their knowledge of the events industry. This opportunity is ideal for those who either want to continue growing and progressing within a customer success organization and those who are passionate about building and cultivating relationships with their customers.

Bizzabo powers immersive in-person, virtual, and hybrid experiences. The Bizzabo Event Experience OS is a data-rich open platform that allows Event Experience Leaders to manage events, engage audiences, activate communities, and deliver powerful business outcomes — while keeping attendee data private and secure. Bizzabo powers the events of world-leading brands — from Fortune 100 enterprise organizations and financial institutions to creative agencies and scaling tech companies. Bizzabo was founded in 2011 by Boaz Katz, Alon Alroy, and Eran Ben-Shushan, and is headquartered in New York and Tel Aviv.

Requirements

What you will be doing:

• Be the primary point of contact and advocate within our segment of Corporate & Mid-Market customers, proactively owning and managing a book of business of 30-60 accounts.
• Ownership of the renewal, upsell, and expansion of your book of business. Manage renewal conversations (transactional and competitive renewal situations), contract negotiations, and demonstrate the value our product and service offerings to expand the business. 
• Develop and implement customer-specific account plans supporting targeted growth and predictably forecast to hit Quarterly targets 
• Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal.
• Become an expert on the Bizzabo product and offerings & have an interest in knowing all aspects of the corporate event landscape.
• Develop and maintain strong customer relationships with customers with multiple types of use cases within your book of business.
• Onboard new customers, acting as the main point of contact, supporting their events hosted on the Bizzabo platform. 
• Collaborate with customers to build and execute event success plans, educating customers on Bizzabo best practices and driving adoption and growth.
• Lead customer strategy calls, demos, and services scoping calls to provide an exceptional customer experience for significant events within your book of business.
• Identifying customers’ critical needs and mapping appropriate resources cross-functionally, including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more.
• Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap.
• Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal.
• Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo.
• Create long-lasting relationships with your book of business and customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads.
• Contribute to the team hitting retention, CSAT, and advocacy, renewal and expansion targets.
• Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

Who you are:

• You have 3-5 years of experience in Customer Success, Account Management, or Project Management within a SaaS organization, ideally managing customers with a variety of use cases.
• You have past experience in managing renewal conversations and upsell.
• You have the ability to thrive in a dynamic and fast-paced environment.
• You have excellent written and verbal communication skills; your communication will be 25% written and 75% conversational in this role.
• You are highly organized and detail-oriented, capable of balancing multiple priorities across a high volume book of clients.
• You have excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization.
• You are able to build trust and rapport within the customer success team and overall organization.
• You are able to articulate the importance and value of Bizzabo to Event and Marketing executives.
• You have a proactive interest to increase customer satisfaction and deepen customer relationships.
• You consistently meet quarterly goals and team metrics.
• You possess a customer-centric mindset to prioritize customer needs and manage their expectations.
• You have a collaborative spirit and are open to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for your customers.
• You have outstanding cross-team coordination, collaboration, and project management skills.
• You have strong organizational skills and the ability to maintain accuracy and meet deadlines in a high-volume, fast-paced environment.
• You care deeply about customers and have strong technical and business acumen. You go the extra mile and can juggle conflicting priorities, both with your customers and with internal projects.
• Your interests include event planning, marketing strategy, digital marketing, technology, and relationship building.
• You have a fluency in Google Drive products and Apple iOS.

Community Details and Perks

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