Customer Success Manager - North America Operations

Summary

DDI | Development Dimensions International provides leadership development subscriptions and services to organizational customers. The Customer Success Manager serves as the primary post-sale contact, driving customer adoption, retention, renewals, relationship management, onboarding, and advocacy across a portfolio of clients.

Responsibilities

• Owns Customer Retention: Takes ownership and responsibility over retaining DDI’s subscription clients on a YOY basis. Demonstrates proactivity in identifying and meeting client needs to ensure renewals
• Drive Towards Revenue Retention Targets: Meets Gross Revenue Retention (GRR) targets of 87%+; Net Revenue Retention (NRR) targets of 95%+ and Customer Renewal Rate of 80%+. Understands key levers to drive towards these targets and exceed them
• Targeted Saves: Lead and execute strategies in partnership with sales and DDI Leadership to customers at risk of non-renewals
• Relationship Management: Develop and maintain strong relationships with key client stakeholders, including executives (CHRO, CLO, etc.), HR professionals and learning & development teams. Serve as key point of contact for marshaling of DDI resources
• Own Customer Success Plan: Conduct thorough and ongoing assessment of client needs and goals to tailor DDI’s services and solutions to meet specific requirements. Creates a collaborative plan with customers to identify their definition of value and ensure DDI’s meets & exceeds these needs
• Drive Adoption: Leverage technology for monitoring and analysis. Monitor client progress and satisfaction via DDI’s technology platforms, gathering feedback and data to continuously improve our services and ensure customer success. Prescribe and make recommendations to drive deeper adoption of DDI solutions
• Monitor Customer Health: Monitor customer health metrics and identify potential risks or issues, taking proactive measures to address them and prevent churn
• Leverage DDI’s Customer Success Platform: Utilize DDI’s Customer Success Platform as a key lever in client retention and added client value. Ensures accurate and timely data maintenance, quality and notes. Leverages the platform to inform DDI’s Sales teams/Account teams of relevant information regarding expansion and value added opportunities
• Mobilize Resources: Based on the needs of the client, identify the best DDI resources from other parts of the organization to quickly execute against the needs
• Oversee Client Onboarding: Partner with DDI’s onboarding team to drive customer value and a smooth implementation during onboarding processes. Provide guidance to DDI’s PMO and Consulting team to ensure alignment with client needs and DDI’s value proposition
• Proactive Support: Provide ongoing training, support and guidance to clients on how to maximize effectiveness of our programs within their organizations
• Collaboration: Collaborate closely with internal teams, including Sales, Consulting, Project Management & Customer Support to align on client objectives and deliver exceptional service
• Advocacy: Serve as a customer advocate within the company, championing their needs and priorities to drive product enhancements and strategic initiatives
• Voice of the Customer: Seek, listen and share back customer feedback with DDI’s product and enablement teams, allowing DDI to improve our products and services

Skills

• Minimum 2 years of experience, ideally in customer success, consulting, project management or account management
• Bachelors degree (or equivalent experience) in business, psychology or related field
• Displays high impact communication, strong client management skills and customer focus
• Strong influencing skills
• Ability to adjust approach based on audience
• Highly skilled at quickly mobilizing others to drive execution and achieve client outcomes
• Comfortable with ambiguity
• Maintains confidence and creates practical solutions to manage complexity
• Ability to demonstrate value and insight to retain and grow relationships
• Commercial acumen and understanding of key levers that drive ARR renewals and expansion
• Demonstration of high work standards and energy
• Intentional and proactive in driving one's owns development and seeking/acting on feedback
• Ability/willingness to travel 15% of time

Qualifications

Must Haves

• Minimum 2 years of experience, ideally in customer success, consulting, project management or account management
• Bachelors degree (or equivalent experience) in business, psychology or related field
• Displays high impact communication, strong client management skills and customer focus
• Strong influencing skills
• Ability to adjust approach based on audience
• Highly skilled at quickly mobilizing others to drive execution and achieve client outcomes
• Comfortable with ambiguity
• Maintains confidence and creates practical solutions to manage complexity
• Ability to demonstrate value and insight to retain and grow relationships
• Commercial acumen and understanding of key levers that drive ARR renewals and expansion
• Demonstration of high work standards and energy
• Intentional and proactive in driving one's owns development and seeking/acting on feedback
• Ability/willingness to travel 15% of time

Benefits

• 20% variable pay