We are looking for an exceptional Customer Success Manager to join our growing team. In this role, you will own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the platform, increasing adoption across a variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction.
In this role, you will also be responsible to:
Develop a strong command of our unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap.
Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives.
Develop and maintain engagement with senior customer executives to understand their strategic objectives and position for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.
Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via our product and services. Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions.
Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors that outline progress with our mapped to their business initiatives, value, deployment plans, etc.
Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders.
Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.
Serve as the primary escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues.
Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive value outcomes, and unlock growth.
Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements.
Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency.
Run hackathons and bootcamps to drive product adoption and consumption.
Actively engage in sales activities to drive revenue growth and customer expansion.
Requirements: BS or equivalent technical education. MBA a plus
5 + years of professional experience in consulting, customer success, client relationship or technical account management roles with a demonstrated track record of increasing adoption, revenue retention and driving NRR Growth.
Prior experience as a Sr CSM, Account Manager or Sales Executive in a large PaaS preferred.
Experience managing a portfolio of accounts, with account ARR ranging from ~$100k to multi-million dollar ARR across the Forbes Global 2000 companies.
Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes.
This position is open to all candidates.