The Customer Success Team at RTI is dedicated to delivering exceptional customer experiences and driving significant business value. As a Customer Success Manager, you will build strong relationships with customers, foster successful product adoption and assist in identifying new project opportunities. You will play a crucial role in contributing to RTI’s overall success by driving retention and cultivating loyalty, while supporting revenue growth. 

✨ What You’ll Do / Responsibilities

Customer Success and Focus:

Become a trusted advisor through proactive engagement and guidance to help maximize the value of your customer’s products and services. Develop a strong understanding of customers’ organizations and business practices to build relationships with key influencer and decision maker contacts. Partner with internal teams (Products and Markets, Services, Marketing) to ensure customers have access to the latest solutions and expertise. Monitor customer health, proactively identify and mitigate potential risks to customer satisfaction and experience.

Customer Retention & Expansion:

Assist in identifying upsell, cross-sell and new project opportunities within existing customers and ensuring seamless handoffs to Account Manager and Field Application Engineer to pursue opportunities.

Customer Success Strategy & Execution:

Collaborate within the Customer Success team to develop and refine customer success best practices, methodologies, and playbooks. Understand and track key performance indicators (KPIs) that measure the effectiveness of customer success initiatives. Assisting with the implementation and setup of technology to help us serve our customers at scale.