[Remote] Customer Success Manager (US)
Note: The job is a remote job and is open to candidates in USA. Kalibrate is a company focused on delivering insights to help organizations tackle challenging questions. They are seeking a Customer Success Manager who will be responsible for ensuring successful delivery of software and analytics solutions while fostering client relationships and driving commercial growth.
Responsibilities
- Own all client-facing deliverables related to software and analytics projects
- Ensure timely and high-quality delivery of presentations, reports, and insights
- Maintain accountability for the results and outcomes of professional services engagements
- Finalize the development of client presentations
- Serve as the primary presenter in client meetings, articulating insights, recommendations, and strategic value
- Translate complex analytics into actionable business insights for clients
- Partner with internal analytics and platform teams to align on project goals and timelines
- Coordinate with model development and implementation teams, while not directly responsible for: Building models, Quality control (QC) of model development, QC of model implementation
- Own the renewal process for assigned accounts, ensuring timely and successful contract extensions
- Identify and drive upsell opportunities, including: Additional software licenses, New professional services engagements, Software modules and feature expansions
- Collaborate with Product teams to scope and position new offerings aligned with client needs
- Utilize reporting and analytics to track commercial performance metrics across accounts
- Build and maintain strong relationships with client stakeholders
- Act as the voice of the customer internally, advocating for client needs and priorities
- Monitor client satisfaction and proactively address issues or concerns
Skills
- Bachelor's degree in Business, Analytics, Marketing, or related field (Master's preferred)
- 5+ years of experience in customer success, account management, or professional services in a software or analytics environment
- Strong presentation and communication skills, with experience leading client meetings
- Ability to manage multiple projects and priorities in a fast-paced environment
- Familiarity with analytics concepts and software platforms (e.g., BI tools, data visualization)
- Experience working with cross-functional teams, including data science, implementation, and product
- Strategic thinking and problem-solving abilities
- Strong organizational skills
- Commercial acumen and experience in contract renewals and upselling
Company Overview