Customer Success Manager

Onboarding Prospective Customers

• Conduct onboarding calls with new customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
• Consistently host working sessions and check-in calls, team training sessions, and QBRs to facilitate adoption of core features and advanced/upsell products
• Coordinate with Account Executives to identify any red flags that would hinder the customer from renewing with Double
• Maintain a high renewal rate from subscription to first renewal (3 months) (target = 80-85%) as well as high overall retention rate going forward

Expansion of Existing Accounts

• Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries in a timely manner
• Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
• Drive expansion revenue of existing accounts in your pipeline (increase MRR)

Internal Team Processes

• Document best practices, creating templates for customer engagement at key milestones for various user personas
• Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed