Published On
1 week ago
Position
Full Time
Location
US, Nationwide / Remote

Senior Customer Success Manager – Big Data platform (infrastructure risk)

glenbornjobs Glenborn Corporation

Our client’s mission is to create safer and more resilient communities. They do this by pairing external data with artificial intelligence to identify areas of high risk and prevent catastrophic loss for utilities and infrastructure operators across the country. They are passionate about taking data about our changing world – from climate, to urbanization, to infrastructure risk – and harnessing it to allow utilities and infrastructure operators to predict and prevent threats and meaningfully reduce field risk. They are a tight-knit team of coders, data scientists, infrastructure experts, entrepreneurs, and creatives working together to create and deliver cutting-edge technology to deliver insights that keep people safe.

Job Summary

As a Sr. Customer Success Manager (CSM), you will own the ultimate success for a portfolio of our client’s enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal.

The ideal candidate will have a unique ability to communicate to varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion our client’s products and overall customer value. The results are increased customer loyalty and retention of our client’s solutions.

Reporting to the Vice President of Customer Success, the company is seeking an exceptional and energetic Sr. CSM who thrives amidst the challenges of a high growth environment.

RESPONSIBILITIES:

  • Own the ultimate success for a portfolio of our client’s customer base; this includes seamless customer onboarding, project success, retention, and renewal
  • Define, drive, and demonstrate the value (ROI) delivered to our client’s customer base
  • Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and “listening” points (e.g. on usage, program effectiveness)
  • Find ways to deeply understand customers’ objectives and become a trusted right-hand advisor
  • Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
  • Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
  • Drive and continuous improvement of customer referenceability, experience and health
  • Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
  • Personally manage customer escalations and methodical approaches towards resolution
  • Track customer metrics and maintain customer health scorecards with clear action plans
  • Be willing to travel and spend time onsite with strategic customers ( 15-20% during non covid times)

REQUIREMENTS:

  • At least 5 years of experience in a high growth technology firm (preferably SaaS) in a Customer Success, Account Management, Consulting or Engagement Management role
  • Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
  • Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth
  • A strategic thinker and creative problem solver
  • Analytical and detail oriented
  • Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners
  • Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
  • Strong technical aptitude and a passion for technology – ability to understand and explain complex technical products or issues
  • Be able to work in a high growth environment and comfortable navigating through ambiguity
  • Bachelor’s degree in Business, Computer Science or related field
  • Experience working with utility, telecommunication, oil and gas industries are a plus

Our Client Offers:

  • Mission Driven – Some companies use AI to serve better digital ads and trade stocks, our client seeks to make our communities safer and more resilient
  • Top Compensation – Competitive compensation package
  • The team is 100% Distributed – work from anywhere
  • Remote work monthly stipend
  • Best in Class Medical Coverage – 100% benefits and premiums paid
  • Wellness reimbursement
  • Educational Allowance- $1000/yr
  • Weekly lunch stipend

 

To Apply:

Please fill out the form below or email your resume to info@glenborn.com