Customer Success Manager

Sales United States, United States

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Description

INRIX is has is seeking multiple Customer Success Managers across our Enterprise and Public Sector verticals.  This role will help establish trusted partnerships with our customers and will collaborate with internal corporate teams, pre-sales technical teams, and commercial sales teams to support the sales of INRIX products.  As a CSM, you will be a strong voice for our customers, helping ensure our solutions continue to meet our customers’ needs.
 
At INRIX, our mission is to help the world avoid global gridlock by empowering cities, drivers, and businesses around the world.  We are a global company filled with people who are passionate about our customers and building products to keep the world moving smarter, safer, and more efficiently.  This role is responsible for Net Revenue Retention, ensuring customer experience and engagement remain high, leading to renewal and growth within an existing account base. This is a remote position based in North America.
 
Responsibilities: 
  • Establish a deep understanding of our customers’ business, use-cases, technical needs and technical workflow to support the customer with value realization, quickly! 
  • Be a subject matter expert and advocate of INRIX products and solutions.  
  • Successfully onboard customers who have licensed INRIX products and services by arranging the setting up of user accounts and conducting one-on-one training and user support. 
  • Create success plans by defining customer goals and laying out an activation plan with key milestones to support customers in achieving them.  
  • Own account-based motions for your allocated portfolio of customers to ensure regular customer touchpoints are scheduled, focusing on customer usage, satisfaction, and any big-picture challenges they're facing.
  • Conduct regular reviews to make sure the customer success plan is on track.  
  • Create playbooks outlining best practices include procedures, benchmarks, and even scripts that the entire team can follow 
  • Work with the Customer Engagement Manager to contribute towards self-service content which can supplement one-to-one support including FAQs, technical knowledge bases, training modules to help customers learn how to use the products, and online peer communities. 
  • Work with Renewals managers to ensure that renewal process and paperwork is executed in a timely manner, and with high success rate of renewals to drive customer retention. 
  • Develop and deliver high quality, standardized or customized presentations and demonstrations of INRIX products and services to excite the customers about NPD (new product development), product feature updates and changes. 
  • Seek opportunities for expansion through cross-selling and up-selling of products.  
  • Act as a voice of the customer by bringing customer and market feedback into the business, which will help shape product development and GTM, and future technical investments. 
  • Evangelize INRIX mobility solutions in appropriate forums to drive demand and continued interest. For example, at industry events, in user-group forums, webinars & training. 
  • Share responsibility for the development and execution of the customer success, and overall sales strategy, as directed by management. 
  • Develop and maintain strong teaming relationships with other members of the company to leverage product, process and engineering expertise. 
Requirements: 
  • 3 years of experience in a Customer Success, Partnership Manager or Account Management role. 
  • 3 years of experience working with SaaS solutions. 
  • Some experience working with the mapping, logistics or ad-tech sectors. 
  • Ability to adjust information (e.g. level of complexity) and story to align with audience. 
  • Clearly articulates the value of what is most important to the customer and how INRIX solutions and/or services can meet the customer’s outcomes. 
Why INRIX?
  • Work with an amazing team with a focus on being the best and making the world a better place.
  • Help solve complex real-world problems with big data.
  • Ranked as one of the top places to work in the Seattle area.
  • Competitive Salary, benefits, and 401K matching.
  • Open vacation policy, it’s unlimited and always has been.
  • The opportunity to make a big impact on both the company and our customers.
The compensation range for this role is $70,000 – $100,000, including base salary and bonus. Compensation may vary based on skills, experience, and location. INRIX may modify the pay range at any time.
 
Are you ready to join a different kind of company? Exciting things are happening all the time. Come join us!
 
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