Strategic Customer Success Manager

Who You Are

Be Curious

We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation - and helps us build better solutions.

Customer First

We put people at the center of what we do - listening with care, acting with empathy, and going the extra mile to support those we serve. Customer First means understanding the needs of anyone we impact - whether that's a customer, a coworker, or an end user - and doing right by them.

Own the Outcome

We take initiative and do what it takes to deliver results. With resourcefulness and resolve, we overcome obstacles, follow through on our commitments, and hold ourselves accountable - because each of us is empowered to make an impact.

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 100 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer's products and services can be found on our website (www.Alchemer.com).

How You Will Spend Your Days as a Strategic Customer Success Manager:

As a Strategic Customer Success Manager, you will serve as a key strategic advisor, deeply involved in guiding customers to unlock the full potential of our solutions. By fostering long-term partnerships, you will ensure their ongoing success and growth, positioning yourself as a proactive, trusted business partner.

• Strategic Customer Partnership: Manage and nurture relationships with a portfolio of 50+ Alchemer customers, serving as their go-to advisor throughout their entire lifecycle - from onboarding to driving measurable value that ensures renewals and expansion.
• Renewals Management: Own the renewals process with a proactive approach, guiding customers through contract updates, pricing discussions, and renewal negotiations. Accurately forecast renewal bookings and ensure seamless contract renewals year over year.
• Data-Driven Customer Insights: Leverage Salesforce to maintain comprehensive customer data, ensuring insights are available to drive strategic decisions and strengthen customer relationships.
• Develop & Share Best Practices: Act as a consultant by identifying opportunities for customers to enhance their use of our platform, sharing best practices and insights that drive adoption, efficiency, and positive business outcomes across their organization.
• Trusted Advisor Role: Establish deep, strategic relationships with customers by positioning yourself as a valuable partner who understands their unique needs, challenges, and opportunities. Provide ongoing strategic counsel to ensure sustained value from our solutions.
• Maximize Retention & Growth Opportunities: Drive a high customer retention rate by identifying upsell and cross-sell opportunities, collaborating with the sales team to close new business within existing accounts, and expanding the reach of our products.

What You Bring to This Role:

• Strategic Experience: 4+ years in a strategic Account Management or Customer Success role, with a demonstrated ability to elevate customer satisfaction, increase adoption, and retain customers over the long term.
• Domain Expertise: Strong understanding of CX management or business process automation, with experience leveraging tools like Qualtrics, Medallia, SurveyMonkey, or similar platforms to drive customer success.
• Operations & Workflow Acumen: Experience working with operational and workflow optimization tools, especially in environments that involve both internal and external customer feedback systems.
• Consultative Approach: Proven ability to act as a trusted advisor to high-value customers, solving complex business problems, identifying root causes, and delivering tailored solutions.
• Revenue-Driven Mindset: A track record of consistently meeting or exceeding renewal quotas, along with expertise in driving upsell opportunities and supporting sales efforts within an established customer base.
• Project Leadership: Expertise in managing multiple strategic projects simultaneously, with a focus on achieving key outcomes while maintaining exceptional attention to detail.
• Compelling Presentation Skills: Ability to deliver high-impact presentations communicating our solutions'' value to customers clearly and compellingly.
• Embrace growth and change: You thrive in a dynamic environment, where you''ll be empowered to help shape processes and initiatives in a fast-growing, evolving organization.

Compensation for this position includes an annual base salary of $100,000, plus an annual commission bonus of an additional $30,000, and participation in the Employee Participation Unit program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and eleven paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we''re committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we''re increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.