Strategic Customer Success Manager

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Strategic Customer Success Manager acts as a trusted advisor for our most strategic customers who represent various industries. You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome.

Location: West Coast, San Francisco Bay Area preference

What you’ll be doing:

• Own the health and retention of accounts starting from contract execution.  Success is measured by driving pre-sales activities and implementation to go live/steady state. You will own the post sales customer lifecycle from onboarding through growth and renewal 
• Manage a portfolio of clients and ensure a high level of satisfaction with the product is achieved
• Create a plan to ensure client success, focusing on measurable outcomes and the ability to guide complex global organizations
• Conduct regular meetings with clients to drive our product adoption by linking our capabilities with critical business workflows
• Help create, define and achieve goals and  KPI’s based on the customer's North Star metric

Cross-functional collaboration:

• Partner with sales, product, support to deliver a seamless, exemplary experience while maximizing customer value for our clients 
• Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges
• Proactively identify risks, escalation issues and drive mitigation strategies in partnership with internal stakeholders
• Work with product development and technical support to resolve customer issues/concerns
• Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks
• Strategizing with our Sales team to identify opportunities for expansion and growth while maintaining a high level of Net Revenue Retention
• Experience conducting virtual meetings with internal and external customers
• Some travel required

Who you are

Essential:

• 7+ years experience in a Enterprise SaaS Customer Success role 
• Experience with Zendesk and Salesforce  a huge plus
• Experience in managing and growing book of business of $5MM+ Annual 

Nice to haves:

• Effectively prioritizes, multitasks, and engages with customers
• Experience in the art of change management - you know how to motivate, unblock, and overcome barriers both internally and externally
• Effective at leading and facilitating meetings with a broad range of participants  including but not limited to product managers, technical engineers, Directors and C-Suite Executives
• Strong communication skills; you pride yourself on being an effective storyteller, personable, concise and a compelling communicator - in writing, in conversation and in front of an audience
• Empathy, diplomacy, and poise under pressure when working through customer concerns
• Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing

For US-based employees, the base cash compensation range for this role is $150,000 – $170,000. This role includes a bonus We set standard ranges for all US roles based on function, level, and geographic location, benchmarked against similar stage growth companies. To comply with local legislation and provide greater transparency, we share salary ranges on all job postings. However, these ranges are specific to the hiring location and may differ within or outside the US.