Job Description
About the Role:
We are seeking an experienced and proactive Senior Customer Success Manager (CSM) to join our team. In this role, you will play a key part in driving the success and growth of our largest strategic accounts. You'll work closely with cross-functional teams, including Technical Account Managers and Sales Executives, to ensure customers experience maximum value and achieve long-term success.
As a trusted advisor, you'll engage with executive stakeholders and collaborate to create and execute customer engagement strategies that lead to positive business outcomes, successful renewals, and potential expansions.
Key Responsibilities:
Onboard new customers and co-create a personalized, successful customer journey.
Monitor account health, forecast risks, and proactively manage renewal and expansion opportunities.
Collaborate with internal teams to prioritize customer needs and deliver effective solutions.
Lead initiatives such as Quarterly Business Reviews (QBRs) and Proof of Value demonstrations to highlight the impact of our solutions.
Negotiate contracts and terms to establish long-term, mutually beneficial partnerships.
Build and maintain strong relationships with executive stakeholders and position yourself as a trusted advisor.
Apply consultative skills to engage with clients and ensure successful outcomes.
Work cross-functionally with Sales, Professional Services, Solution Architects, and Product Management to deliver exceptional customer experiences.
Continuously share best practices to improve processes and efficiency.
Stay up-to-date with industry trends and emerging technologies to keep our solutions at the forefront.
Qualifications:
5+ years of experience in Customer Success or Sales within Enterprise Software, with experience in selling/upselling and managing complex accounts.
Proven success in conducting value-driven discovery sessions to understand customer objectives.
Strong track record of exceeding renewal rates, upsell targets, and other key performance metrics.
In-depth understanding of customer success strategies and lifecycle management.
Familiarity with the software development lifecycle (SDLC).
Experience with cloud-based solutions, including knowledge of pricing models and cloud-native architectures.
Ability to communicate technical concepts and develop tailored solutions for clients.
Strong organizational and time management skills in a fast-paced, remote-first environment.
Willingness to travel for customer meetings as needed.
Familiarity with real-time streaming, microservices, and cloud infrastructures (AWS, GCP, Azure) is a plus.
Bachelor's degree in Business, Technology, or equivalent professional experience.
Experience with Salesforce and SalesLoft is a plus.
Where You'll Work:
This is a remote position, with a preference for candidates located on the East Coast of the United States.
Benefits:
Competitive salary with performance-based incentives.
Comprehensive health and wellness benefits.
Opportunities for continuous professional development.
Flexible, remote working environment.
Collaborative, inclusive, and innovative company culture.
Our Core Values:
We're Authentic: We value transparency and honest communication, cultivating trust and accountability in all interactions.
We're Customer-Focused: We prioritize customer success by deeply understanding their needs and striving to exceed expectations.
We're Nonconventional: We embrace innovation and challenge the status quo to create fresh, effective solutions.
We're Persistent: We are dedicated to excellence through continuous learning and problem-solving, embracing challenges to achieve success.
Equal Opportunity Employer:
We are committed to fostering a diverse and inclusive workplace, welcoming individuals from all backgrounds and experiences. We celebrate differences and provide equal opportunities for all employees.
Employment Type: Full-Time
Salary: $ 65,000.00 Per Year
Job Tags
Full time, Work from home, Flexible hours,