Remote Customer Success Manager - CST PREFERRED

Job Overview

We are seeking a motivated and skilled Customer Success Manager to become a vital part of our esteemed organization, recognized globally for its leading-edge data protection and ransomware recovery solutions. In this pivotal role, you will cultivate robust, strategic partnerships with our enterprise clientele, ensuring their success with our offerings and delivering exceptional service that drives retention, growth, and overall satisfaction.

Key Responsibilities

• Establish enduring, strategic relationships with clients, serving as a trusted advisor on current products and potential future advancements.
• Conduct comprehensive customer health assessments, identifying issues promptly and escalating as necessary.
• Assist in creating case studies and customer references that highlight success stories.
• Collaborate with various internal teams, including sales and cross-functional groups, to ensure outstanding customer experiences.
• Partner closely with the Renewals team to enhance renewal rates.
• Align all customer engagement efforts with the clients’ business objectives to maximize solution utilization.
• Provide constructive feedback to Product Management regarding essential features or constraints that could influence growth.
• Contribute to the documentation of processes and facilitate knowledge sharing within the team.
• Foster a positive, innovative, and adaptable work culture that encourages growth and development.
• Anticipate potential customer risks and formulate proactive action plans to mitigate them.
• Operate remotely with clients and internal teams, with occasional travel required (up to 20%).
  
  

Required Skills

• Proven experience in customer success or a related discipline.
• Strong capability to propose and execute innovative ideas to improve the customer success process.
• Project management expertise with a focus on goal-oriented outcomes.
• Patience, understanding, and empathy to effectively address customer concerns and conflicts.
• Flexibility to adapt to evolving roles and responsibilities.
• Self-motivated individual with a strong commitment to customer success.
• Experience in gathering and analyzing customer success metrics, such as usage trends and growth indicators.
• Solid business acumen with demonstrated success in leading projects efficiently.
• Familiarity with Cloud technologies, SaaS solutions, Microsoft 365, and related infrastructure (servers, storage, networking).
  
  

Qualifications

• Prior experience in customer success or a related field is essential.
• Strong background in project management and leading initiatives is preferred.
• Bachelor's degree in Business, Information Technology, or a related field is required.
  
  

Career Growth Opportunities

This position offers significant potential for professional development and career advancement. By participating in impactful projects and collaborating with various teams, you will build a robust professional network and enhance your expertise within the industry.

Company Culture And Values

Our organization prides itself on a positive, innovative, and adaptable work environment that promotes growth and development. We value teamwork and collaboration across departments to deliver exceptional customer experiences.

Employment Type: Full-Time