Job Description / Responsibilities: As a Customer Success Manager at Parsable, you play a vital role in ensuring our customers’ success, satisfaction, and renewal. You will take ownership of a portfolio of 25-40 Fortune 1000 customers, helping them maximize the value of our platform and achieve their objectives. Your responsibilities will include:

• Ownership of Customer Renewals: Drive GRR and NRR to meet and exceed company goals
• Executive Business Reviews: Create and deliver EBRs to Executive, Corporate, and Factory level leadership to drive use cases for adoption and growth
• Customer Relationship Management and Multithreading to Leadership: Establish and nurture strong relationships with a portfolio of customer accounts, serving as their primary point of contact. This includes fostering positive sentiment, driving increased value, and providing training and guidance as needed. Strong relationships will have 10-20 contacts engaged quarterly.
• Benchmark Development: Creating benchmarks and standards to identify and manufacture customer health
• Collaboration for Adoption and Customer Education: Work closely with internal teams to address customer issues, provide solutions, and ensure successful onboarding and adoption.
• Customized Success Plan: Develop and execute individualized success plans for each customer, ensuring they meet their goals and objectives using our platform, and become eligible marketing assets.
• Collaboration for Growth: Collaborate with the Sales, BDR, and Marketing teams to identify expansion opportunities and drive revenue growth.
• Willingness and Ability to Travel: This may include international travel to customer, company, or industry hosted events where your attendance and participation will result in increased value to Parsable.

Qualifications: To excel in this role, you possess:

• Bachelor's degree or equivalent.
• Fluency in both English and Spanish languages
• Ability to communicate with all stakeholders, from Executives to Factory team members
• Proven experience in a customer-facing role that balances renewals and adoption/usage
• Strong history of problem-solving, conflict-resolution, and negotiation.
• Excellent communication, interpersonal skills, and empathy.
• Demonstrated ability to manage multiple customer accounts and prioritize effectively.
• Proficiency with tools such as Hubspot

Skills: In addition to the qualifications mentioned, the successful Customer Success Manager will demonstrate the following skills:

• Account management and relationship-building.
• Strategic thinking and execution of success plans.
• Sales and upselling/cross-selling skills.
• Customer advocacy and feedback management.
• Active listening and understanding customer needs.
• Goal-setting and results-driven mindset.
• Data analysis for customer insights.
• Product, service, and industry knowledge.
• The ideal candidate must be able to perform all essential functions of the job, including walking customer factory/plant floors, with or without a reasonable accommodation