Customer Success Manager

• Be the primary point of contact and advocate within our segment of Corporate & Mid-Market customers, proactively owning and managing a book of business of 20-40 accounts.
• Ownership of the renewal, upsell, and expansion of your book of business. Manage renewal conversations (transactional and competitive renewal situations), facilitate contract negotiations, and demonstrate the value our product and service offerings to expand the business.
• Develop and implement customer-specific account plans supporting targeted growth and predictably forecast to hit Quarterly targets
• Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal.
• Become an expert on the Bizzabo product and offerings & have an interest in knowing all aspects of the corporate event landscape.
• Develop and maintain strong customer relationships with customers with multiple types of use cases within your book of business.
• Onboard new customers, acting as the main point of contact, supporting their events hosted on the Bizzabo platform.
• Collaborate with customers to build and execute event success plans, educating customers on Bizzabo best practices and driving adoption and growth.
• Lead customer strategy calls, demos, and services scoping calls to provide an exceptional customer experience for significant events within your book of business.
• Identifying customers' critical needs and mapping appropriate resources cross-functionally, including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more.
• Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap.
• Manage the success of accounts by driving incremental value and return on the customer’s investment; supporting major event milestones in order to secure the renewal.
• Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo.
• Create long-lasting relationships with your book of business and customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads.

• You have 3-5 years of experience in Customer Success, Account Management, or Project Management within a SaaS organization, ideally managing customers with a variety of use cases.
• You have owned the full renewal process and have significant experience in renewal conversations, negotiations, and contracting both renewal and upsell/expansions.
• You have the ability to thrive in a dynamic and fast-paced environment.
• You have excellent written and verbal communication skills; your communication will be 25% written and 75% conversational in this role.
• You are highly organized and detail-oriented, capable of balancing multiple priorities across a high-volume book of clients.
• You have excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization.
• You are able to build trust and rapport within the customer success team and overall organization.
• You are able to articulate the importance and value of Bizzabo to Event and Marketing executives.
• You have a proactive interest to increase customer satisfaction and deepen customer relationships.
• You consistently meet quarterly goals and team metrics.
• You possess a customer-centric mindset to prioritize customer needs and manage their expectations.
• You have a collaborative spirit and are open to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for your customers.
• You have outstanding cross-team coordination, collaboration, and project management skills.

Bizzabo