Job Description
**About Us:**
We are a leading software platform dedicated to delivering innovative solutions for distributed systems, real-time streaming, and cloud-native applications. Our mission is to provide exceptional value through advanced technology while fostering long-term partnerships built on trust and technical excellence. As we continue to grow, we are excited to welcome a dynamic and results-driven Senior Customer Success Manager (CSM) to our team.
**Position Overview:**
As a Senior Customer Success Manager (CSM), you will be instrumental in engaging and expanding our largest strategic accounts. In this role, you will serve as a strategic advisor, focused on delivering value and collaborating with executive stakeholders at large enterprise customers. You will work closely with Technical Account Managers and Sales Executives to define and implement customer engagement strategies, including regular touchpoints such as Quarterly Business Reviews (QBRs) and on-site meetings, to drive positive business outcomes, renewals, and expansions.
**Key Responsibilities:**
- Onboard new customers and collaboratively design a successful customer journey.
- Accurately forecast risks, assess account health, and drive renewal and expansion within your customer portfolio.
- Proactively identify and mitigate risks throughout the customer lifecycle to ensure sustained growth.
- Collaborate with internal teams to prioritize and address customer needs effectively.
- Lead initiatives such as Quarterly Business Reviews, Executive Business Reviews, and Proof of Value demonstrations to showcase the impact of our technology.
- Negotiate contracts, pricing, and terms to establish long-term, mutually beneficial partnerships.
- Build and maintain strategic relationships with executive stakeholders, positioning yourself as a trusted advisor.
- Utilize consultative skills to engage and collaborate effectively with clients.
- Work cross-functionally with Sales, Professional Services, Solution Architects, and Product Management to ensure exceptional customer experiences.
- Develop and share best practices with the team to continuously enhance process quality, efficiency, and effectiveness.
- Stay informed on industry trends, competitive offerings, and emerging technologies to reinforce our leadership in the market.
**Reports to:** Senior Director of Customer Success
**Qualifications:**
- 5+ years of experience in Customer Success or Sales within the Enterprise Software sector, with a focus on both selling/upselling and managing complex accounts.
- Proven ability to conduct value-driven discovery sessions to understand customer objectives and key priorities.
- A strong track record of exceeding renewal rates, upsell targets, or other key business metrics.
- Deep understanding of successful customer success strategies and lifecycle management.
- Familiarity with the software development lifecycle (SDLC).
- Experience with cloud-based solutions, including knowledge of pricing models and cloud-native architectures.
- Ability to understand and communicate technical concepts while developing tailored solutions.
- Strong organizational and time management skills in a fast-paced, remote-first environment.
- Willingness to travel as needed for customer meetings.
- Knowledge of real-time streaming, microservices, and cloud infrastructures (AWS, GCP, Azure) is a plus.
- Bachelor's degree in Business, Technology, or equivalent professional experience.
- Experience with Salesforce and SalesLoft is preferred.
**Where You'll Work:**
This is a remote position based on the East Coast of the United States.
**Benefits:**
- Competitive salary with performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and continuous learning.
- Flexible remote working environment.
- Collaborative, inclusive, and innovative company culture.
**Our Core Values:**
- **Authenticity:** We value transparency and genuine communication, fostering trust and accountability within our organization and in our interactions with others.
- **Customer Focus:** We prioritize customer outcomes above all else, striving to deeply understand our customers' needs and exceed their expectations.
- **Nonconventional Thinking:** We embrace fearless innovation by challenging the status quo and exploring new solutions, guided by a bias for action.
- **Persistence:** We pursue excellence through continuous experimentation and courageous problem-solving, recognizing that success often requires tenacity and calculated risks.
**Equal Opportunity Employer:**
We are committed to fostering a diverse and inclusive workplace, welcoming individuals from all backgrounds and experiences. We celebrate differences and provide equal opportunities for all employees.
We look forward to your application!
Employment Type: Full-Time
Salary: $ 100,000.00 150,000.00 Per Year
Job Tags
Full time, Flexible hours,