Customer Success Manager

DescriptionA Customer Success Manager (CSM) at Prelude is pivotal in ensuring our clients' success and satisfaction with Prelude and our software products. Acting as our valued customers' primary point of contact, a Prelude CSM focuses on building robust relationships, driving product adoption, and enhancing overall engagement. The CSM’s goal is to ensure our clients derive maximum value from our solutions and achieve their business objectives seamlessly. This includes managing communications with clients, ensuring clear and effective channels for feedback and updates.

Responsibilities Customer Onboarding:Guide new customers through the onboarding process (for Prelude and client builds) to ensure a smooth and positive experience.Track customer and Prelude timelines and manage milestones.Provide clear guidance to customers to ensure expectations are aligned and met throughout onboarding and best practices are followed while managing communications across internal teams to provide proper support. Account Management:Develop and maintain strong relationships with key stakeholders within client organizations.Collaborate with and support customer success team members to manage customer needs during the contract's lifetime, including additional training, change controls, mid-study updates, and study closeout. Product Adoption:Work closely with clients to understand their goals and help them leverage our products to achieve success.Provide proactive guidance and training on product features and best practices to maximize value. Customer Advocacy:Gather feedback from customers to inform product development and enhancements.Identify opportunities for customers to act as advocates, participating in case studies, testimonials, and other promotional activities. Renewal Management & Revenue Retention for Enterprise Contracts:Collaborate closely with Sales Account Executives to monitor customer health and address concerns promptly, preventing churn. Work jointly with Sales Account Executives to develop and execute strategies to ensure the successful renewal of contracts. Identify expansion opportunities within accounts through collaborative efforts with Sales Account Executives to drive revenue growth.

Requirements Bachelor's degree in business administration, communications, or another relevant field.Experience in customer success, account management, or a related role (at least two years). Understanding of SaaS products and the ability to communicate technical concepts to non-technical users. Exceptional communication and interpersonal skills. Proactive and customer-focused mindset. Ability to analyze data and trends to drive informed decision-making. Ability to work effectively with little supervision, multitask, and be flexible.