CyberSearch
Enterprise Customer Success Manager
Redwood City, California
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Enterprise Customer Success Manager (REMOTE) (Ideally wants someone to work EST time zone) (Some travel required)
Redwood City, CA 94065
Overview:
As a Senior Customer Success Manager, you’ll be managing a portfolio of Enterprise clients – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
What you'll do:
- Be a world-class CSM to your Enterprise portfolio of customers by having a strong understanding of Customer Success concepts, best practices, and execution strategies
- Advocate for your customers, delivering value across the entire lifecycle
- Drive business outcomes and goals with your customers
- Re-enforce their value as the CS function, both internally and externally, in partnership with your customers
- Advise and assist customers on how to design and more easily scale their CSM programs
- Engage and educate customers on functionalities and best practices
- Increase the value we deliver to their organization and goals
- Maintain high levels of engagement and communication
- Work with executive sponsors to identify growth, renewal, and expansion opportunities
- Partner with Customer Success Engineers to ensure proper technical integrations
- Translate customer feedback, goals, and needs to improve our platform
- Be a thought leader and advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
- Experience in working with complex, multi-divisional, multi-geographical customers
- Possesses the ability to interface with C-level executives to drive program strategy and ROI
- Create customer deliverables (presentations, business process enhancements, strategy
Qualifications:
- Bachelor's Degree required
- Ability to travel as needed for customer workshops and events
- 5+ years of relevant work experience in customer-facing customer success, professional services, or account management role (SaaS experience preferred)
- Proven track record in delivering great value to your customers
- Self-motivation, proactive team player
- Strong communication and interpersonal skills
- Diplomacy, tact, and poise when working through customer issues and escalations