Customer Success Manager

**About TSC**:
The Stakeholder Company (TSC) is a global technology company that empowers business and organization leaders to solve complex global issues and create real impact. We provide real-time issue management and stakeholder insights through an AI-driven global sensing system called Atium, monitoring issues and global sentiment in their emerging stage and helping organizations be proactive in their strategic approach to those issues.

Our software maps complex stakeholder relationships influencing your customers, your company, your industry, and the world. Stakeholder engagement begins with knowing who and what is influencing the issues you care about. Engaging with TSC gives you access to our Tool, the Data that is pre-populated and curated for you on that Tool, and our Professional Services team to help you navigate that Data.

At TSC we work with Fortune 500 companies and top NGOs around the world in 95+ countries and across 20+ industries

**About the Role**

Customer Success team members work on complex, often fascinating projects with some of the biggest companies in the world at a senior level. They are central to the success of our mission. They must grasp complex issues in places they’ve sometimes never heard of and then work with the internal teams and the client to ensure they achieve significant value.

**Duties and Responsibilities**
- Be the primary point of contact for the customer and build strong client relationships aiming for fully engaged and happy clients
- Onboard/Train platform end-users and provide post go-live support working together with the Pro-Service team
- Own and manage revenue targets (renewal of assigned accounts and upsell into an existing accounts)
- Support sales teams throughout the contract lifecycle including at client review meetings to identify opportunities in similar industries of assigned accounts
- Identify opportunities for customers to act as TSC advocates (e.g. testimonials, case studies, referrals)
- Drive product adoption within client teams by working closely with the product team
- As an internal user and external customer proxy, provide feedback/input to existing or new feature development and UX
- Gather customer needs and requirements where relevant, and structure business use-cases to Dev/Product Team
- Represent the voice of the customer to provide input and feedback into every core product, service, marketing and sales processes

**What we’re looking for**:

- An ability to see the big picture;
- Passion for technology (you don’t need to know how to program or be an expert in one technology) and what it can deliver, and for being a part of a fast-growing SaaS company
- Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
- Experience in working with complex, multi-divisional, multi-geographical customers
- Strong leadership and ownership skills
- Impressive executive presence and communication abilities
- Ability to create structure in ambiguous situations and design effective processes
- Bias for action
- Respect for diversity
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- Ability to speak and conduct business in a second language, including but not limited to Spanish, Portuguese, German or French (nice to have, but not required)
- Team player - we’re a small close knit team, and excellence is expected; as is the capability to take on and own big challenges, solving conventional challenges in unconventional ways, all without losing your sense of humour and fun.