Customer Success Manager, US

Join Xurrent, a dynamic and innovative company that is reshaping the landscape of IT Service Management (ITSM). At Xurrent, we believe in the power of transformation, not just in the solutions we provide to our clients, but also in the careers of our team members. As a leader in the industry, we are on a mission to attract the best talent, those who are driven by curiosity, innovation, and a passion for making a real impact. Our platform is revolutionizing the way organizations manage their service relationships, and we are looking for dedicated individuals who are ready to join us in this journey of transformation.

If you're eager to be part of a forward-thinking company that thrives on community, engaging work, and grit, Xurrent is the place for you. We don't just offer jobs; we offer transformative career experiences. Our culture is built on empowerment, and we provide the resources and support needed for our team members to excel, innovate, and drive change. Join us at Xurrent and be part of a team that is shaping the future of ITSM while propelling your own career to new heights.

The Customer Success Manager at Xurrent is responsible for managing customer relationships across both direct accounts and Managed Service Providers (MSPs) within the North America, Australia and New Zealand regions and others as needed. This role ensures that customers maximize the value they gain from Xurrent’s solutions, driving product adoption and fostering long-term success. By proactively identifying opportunities for growth and addressing challenges, the Customer Success Manager plays a critical role in enhancing Customer Lifetime Value (CLTV) and Annual Contract Value (ACV) for the business.

In addition, the Customer Success Manager collaborates with internal teams and customers to build strong relationships, resolve escalated issues, and identify upsell opportunities. IT Service Management (ITSM) knowledge is highly valued, as the role involves working with a diverse set of customers to drive adoption and optimize service delivery.

The ideal candidate will be located in or near Austin, with the ability to work from our office on the East side three days per week. Some domestic and international travel is likely to visit key accounts and/or to industry events (about 10% of the time).

Responsibilities:

1. Customer Engagement and Relationship Management




1. Build and nurture strong, trusted relationships with both direct accounts and MSP partners through consistent, proactive communication


2. Maintain regular meetings with customers to monitor satisfaction, drive continued adoption, understand and resolve potential challenges and uncover expansion opportunities.


3. Foster strong relationships, ensuring that key customers and MSPs become Xurrent advocates and provide valuable references


4. Lead strategic alignment meetings and business reviews for key customers, ensuring alignment with their goals and identifying opportunities to prevent churn




2. Product Adoption and Upsell Initiatives




1. Guide and support customers in implementing Xurrent’s services, ensuring a seamless and successful deployment


2. Identify opportunities to expand Xurrent’s services within existing customers, including driving upsell initiatives


3. Stay up to date on new product features, roadmap developments, and certifications, sharing relevant knowledge with customers to drive engagement


4. Recommend and facilitate training programs to enhance customer engagement and product adoption




3. Collaboration and Cross-Functional Teamwork




1. Collaborate with internal teams (Product, Sales, Partner Management, Support) to address customer concerns, feature requests, or escalated issues


2. Work with cross-functional teams to ensure a smooth customer experience, from onboarding to ongoing engagement




4. Reporting and Account Management




1. Maintain accurate, up-to-date records of customer interactions and progress in Salesforce.com and other platforms


2. Track and report on key customer metrics such as churn, renewals, and NPS for assigned accounts


3. Deliver insights into customer trends and health, presenting findings to management with actionable recommendations

Requirements:

• 3 years in Customer Success, Account Management, or a related field, ideally in a SaaS or technology environment


• Experience or familiarity with ITSM/ESM platforms or ITIL certification is a plus


• Experience with MSPs is a plus


• A strong commitment to understanding customer needs and delivering value throughout their journey


• Excellent interpersonal skills, capable of building rapport with a wide range of stakeholders, from technical users to executive sponsors


• Strong ability to identify risks and challenges, and propose proactive solutions that drive successful outcomes


• Strong verbal and written communication skills, with the ability to explain complex issues clearly and concisely; additional language skills are a plus


• Ability to track, measure, and report on key customer success metrics such as churn, renewals, and NPS


• Skilled in managing multiple priorities, ensuring timely delivery and adherence to customer expectations


• Comfortable working with CRM platforms and other SaaS tools, with a willingness to learn new systems as needed


• Ability to work collaboratively across departments, engaging stakeholders at all levels


• Thrives in a fast-paced, dynamic environment and has a passion for continuous learning and growth


• Experience working with Enterprise-level customers is a plus

Statement of Equal Opportunity

Xurrent is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged - regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or on the basis of any protected group status under any applicable law.