Job Description
Job Title: Customer Success Manager II
Department: Customer Success
Division: Customer Success
About Us: Headquartered in beautiful Santa Barbara, HG Insights is the global leader in technology intelligence. HG Insights uses advanced data science methodologies to help the world’s largest technology firms and the fastest-growing companies accelerate their sales, marketing, and strate efforts. We offer a competitive salary, great benefits, and a casual yet professional environment are passionate about our jobs with a get-it-done attitude, yet we don’t take ourselves too seriously.
What You’ll Do:
The Customer Success Manager II at HG is responsible for owning the customer experience and increasing the lifetime value for your assigned portfolio of accounts within our Growth Segments (Commercial, SMB, and Mid-Market). Managing a portfolio of accounts, your primary focus will be driving customer adoption, ensuring customer health, facilitating renewals, and executing expansion opportunities. You will be the trusted advisor to your customers, ensuring they achieve their goals through the effective use of HG’s solution
What You'll Be Responsible For:
● Drive customer health and adoption by proactively monitoring adoption metrics, addressing risks, and providing personalized experiences to ensure customers realize the full value of HG’s solutions.
● Manage renewals by owning the process from start to closure, ensuring timely processing with a focus on early renewals and multi-year agreements.
● Identify expansion opportunities by understanding customer use cases and goals, exploring growth options, and executing expansion strategies from opportunity to closure.
● Ensure accurate forecasting and reporting by providing precise forecasts for renewals and expansions and adhering to operational processes for reporting and CRM hygiene.
How You’ll Get There:
● Develop account planning and strategy by defining and executing portfolio-level strategies and account plans aligned to HG and customer business objectives and delivering quarterly business reviews to customers.
● Demonstrate product expertise by maintaining in-depth knowledge of HG’s solutions, providing product demonstrations and training, and assisting customers in achieving revenue goals by identifying new and enhanced solutions.
● Act as a customer advocate by representing customers to internal teams, communicating requirements and enhancement requests to the product team and providing clients with visibility around vision, strategy, and product roadmap.
● Enhance collaboration and communication by working closely with internal teams to ensure a cohesive customer experience and maintaining accurate records in CRM systems for transparency and reporting.
What You’ll Need:
● 5+ years experience in Customer Success, Account Management, Sales, or related roles in a B2B SaaS organization and a proven track record of meeting or exceeding customer retention and growth goals.
● Proficient in using key tools such as Salesforce, Outreach, or other CRM platforms, along with a solid understanding of the specific tech stack required for the role.
● Exhibit a customer-centric mindset by providing exceptional experiences through demonstrated expertise and empathy, addressing customer needs, and effectively communicating with key stakeholders at all levels.
● Ability to embrace a growth mindset by being open to learning, seeking feedback, and continually improving your skills and knowledge to adapt to new challenges and drive customer success.
● Be a strategic thinker and problem solver: Demonstrating skills to uncover, prioritize, and solve customer challenges and develop and execute strategic account plans.
● Superb technical aptitude and organizational skills, with the ability to quickly learn and explain technology concepts, multitask, and prioritize in a fast-paced environment while maintaining attention to detail.
● Account expansion and negotiation skills, with experience growing existing accounts, presenting additional use cases, and negotiating, upselling, and closing deals.
● Exemplify professional attributes as a highly motivated self-starter with initiative and drive to achieve goals, ability to work independently and as part of a team, and willingness to travel to customer sites as needed
