Senior Remote Customer Success Manager | WFH

Job Overview

We are excited to invite applications for the position of Senior Customer Success Manager (CSM) to become an integral part of our expanding team. In this pivotal role, you will have the chance to significantly influence the success of our largest strategic accounts by fostering and enhancing relationships with executive stakeholders. Your primary objective will be to drive customer value, ensure renewals, and spearhead growth initiatives.

Key Responsibilities

• Facilitate the onboarding of new customers and work collaboratively to design a successful customer journey.
• Assess potential risks, monitor account health, and drive renewals and expansions within your designated portfolio.
• Anticipate and mitigate risks throughout the customer lifecycle, ensuring sustained growth.
• Collaborate with internal teams to prioritize and fulfill customer needs effectively.
• Lead key initiatives such as Quarterly Business Reviews and Executive Business Reviews to demonstrate the value of our solutions.
• Negotiate contracts and terms to cultivate mutually beneficial, long-term partnerships.
• Establish and nurture robust relationships with executive stakeholders, serving as a trusted advisor.
• Utilize consultative skills to engage deeply with clients and comprehend their unique needs.
• Partner cross-functionally with Sales, Professional Services, Solution Architects, and Product Management to deliver exceptional customer experiences.
• Share best practices with the team to enhance quality and efficiency of processes.
• Stay abreast of industry trends, emerging technologies, and competitive offerings to maintain a leading edge in the market.
  
  

Required Skills

• Over 5 years of experience in Customer Success or Sales, particularly in managing complex accounts and driving business growth.
• Proven success in conducting value-driven discovery sessions to identify customer priorities.
• Demonstrated ability to surpass key business metrics such as renewal rates and upsell targets.
• Comprehensive understanding of customer success strategies and lifecycle management.
• Familiarity with the software development lifecycle (SDLC).
• Experience with cloud-based solutions, including an understanding of pricing models and cloud-native architectures.
• Exceptional communication skills, with the capacity to convey technical concepts clearly and effectively.
• Strong organizational and time management abilities in a fast-paced, remote-first environment.
• Willingness to travel for customer meetings as necessary.
• Experience with cloud infrastructures (AWS, GCP, Azure) is advantageous.
  
  

Qualifications

• A Bachelor's degree in Business, Technology, or a related field, or equivalent professional experience.
• Familiarity with Salesforce and SalesLoft is preferred.
  
  

Career Growth Opportunities

Joining our organization opens the door to diverse professional development opportunities and continuous learning initiatives, promoting career advancement.

Company Culture And Values

We pride ourselves on fostering a collaborative, inclusive, and innovative culture. Our core values include:

• Authenticity: We champion transparency and honest communication.
• Customer-Focused: Our customers’ success remains our top priority.
• Innovation: We embrace creativity and continuous improvement.
• Persistence: We are committed to excellence and effective problem-solving.
  
  

Networking And Professional Opportunities

As part of our team, you will have numerous opportunities to network with industry professionals, enhancing your skills and career trajectory.

Compensation And Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits.
• Flexible remote working arrangements.
• Inclusive and innovative company culture.
  
  

Employment Type: Full-Time