About our client: Our client is a high growth and well funded saas platform focused on cybersecurity prevention within the enterprise ecommerce space. They are looking for a Senior Customer Success Manager who can manage its growing enterprise and SMB customer base and be the clients’ main focal point. As part of the role, you will work alongside the Director of Customer Success in order to provide the customers the best of service. You will stay ahead of the curve by sharing new product releases or content relevant to our customer’s business. The successful candidate will also incorporate customer feedback to help the Product and R&D team innovate new features.
About You
- You have 5+ years of B2B Customer Success experience
- Highly motivated, a people person who knows how to research, consult and execute a plan
- Strong customer orientation
- Critical thinking, decision-making and problem-solving skills
- A self-starter that brings an opinion to the table
- Strong analytical and technical skills
- Exceptional interpersonal, listening, written and verbal communication skills are a must
- Strong organizational, project management, and time management skills
- Experience working with eCommerce and online business is a must
- Proven record of growing ARR, identifying up-sell opportunities and building long-lasting strong cross-departmental relationships at all levels with fortune 500 global companies or major online retailers
- An independent, individual contributor that can work remotely with offshore engineering and product teams
What You’ll Do
- End-to-end management of U.S Strategic accounts, setting priorities and driving value and success for quality service
- Ability to retain and grow our U.S clients’ accounts portfolio on all levels: technical, business, support, and product, tracking risks and concerns, updating strategy and mitigating both internal and external problems
- Work with clients directly, providing monthly and quarterly reviews, periodical reporting and presentation.
- Handle new feature releases.
- Create and execute operational success and expansion plans to drive the business goals, leveraging strategies and tactics across all necessary functions, including Customer Success, Sales, Product, and Engineering
- Serve as the escalation point for customer issues to ensure they resolved quickly
- Ensure customer feedback is communicated internally to enable ongoing improvement of the solutions
- Understand the market trends and keeping up to date with the latest news/developments impacting our industry
Benefits
- You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future. We offer a competitive compensation package, which includes: comprehensive health, dental and vision insurance, life insurance, generous PTO, happy hours, parties, and events to insert joy into the workflow, and most importantly, great people, a growing market and a real opportunity for success.
Compensation: competitive base salary, bonus + options+ competitive employee benefits