Customer Success Manager (Growth CSM)

Mimeo US • New York, NY

2d

About The Position

SUMMARY: This is a highly strategic, quota-carrying role focused on driving expansion revenue within a defined portfolio of Mimeo’s highest-potential customer accounts. The CSM acts as both a trusted advisor for retention and adoption and a Sales Executive responsible for identifying and developing new upsell and cross-sell business within other departments of the existing customer base. This role is crucial to Mimeo’s net revenue retention strategy and requires a blend of world-class customer service, deep business acumen, and proven sales ability.

Requirements

• Minimum of 3-5 years of experience, with a proven track record of success in corporate sales or Customer Success Management, particularly to larger, more complex organizations.
• Proven ability to carry and attain a sales quota within an existing account base is essential.
• Bachelor’s degree
• Mastery of soft skills; like communication, listening and building rapport.
• High energy, passionate, and self-motivated with a strong work ethic.
• Performance and Results Driven.
• Improvement-minded; championing ideas and initiatives to help improve Customer Success processes.
• Consultative selling experience.
• Customer-centric mentality

Responsibilities

• Serve as a primary point of contact throughout the customer lifecycle.
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
• Ensure customers derive maximum value and achieve desired business outcomes with their investments.
• Proactively anticipate and identify upcoming needs.
• Conduct project discovery/requirements and provide effective customer training.
• Effectively manage customer issues including quality concerns.
• Manage MSA Renewal.
• Track and act on Customer Health Scores.
• Consistently run successful Executive Business Reviews (EBRs).
• Identify up-sell opportunities within the existing customer base.
• Maintain accurate revenue forecasts.
• Influence future lifetime value through product adoption.
• Actively prospect and build relationships with new departments, divisions, and business units within existing customer accounts that currently do not utilize Mimeo services.
• Develop and execute strategic account penetration plans to identify new use cases and service opportunities outside of the current customer's scope.
• Leverage existing relationships with customer stakeholders and executive sponsors as internal champions to gain warm introductions and access to new departmental leaders.
• Collaborate closely with Sales Executives to scope, propose, and close new business opportunities identified within the customer's broader organizational territory to meet an individual account penetration quota.
• Function as a Subject Matter Expert (SME) to new contacts, showcasing Mimeo's full portfolio of services and tailoring solutions to meet their unique departmental needs.
• Maintain a robust pipeline of prospective internal departmental leads and track all penetration and expansion efforts in the CRM.
• Contribute to the development of company-wide best practices for customer success, retention, and expansion.
• Partner with Solutions Engineering team to support and monitor customer onboarding and implementation.
• Closely partner with dedicated sales and service representatives to drive customer success and growth.
• Act as the voice of the customer internally, providing feedback to Product, Marketing, and Operations teams to inform strategy and continuous service improvement.
• Partner with Marketing on customer-facing initiatives such as case studies, testimonials, and marketing campaigns to drive advocacy.
• Identify opportunities for strategic service improvements and operational efficiency to enhance the overall customer experience.

Benefits

• Competitive Salary With annual salary reviews to ensure we are aligned with the market and you are being rewarded for your excellent work.
• Excellent medical, dental, and vision coverage for you and your family – We strongly encourage taking care of YOU, and that includes your mental health. Our new EAP coverage provides up to 12 free mental health sessions for all employees and their family members.
• 401K match after a year of service.
• Flexible PTO Policy - It’s important to take time off to relax and rejuvenate, so you can function optimally when at work. Our generous PTO policy encourages you to take off when you need it so you can be at your best!
• Internal career advancement opportunities - We firmly believe in promoting and growing from within, we pride ourselves in giving our employees the opportunity to flourish with us. The average lifespan of a Mimiac is about 7 years!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees