Customer Success Manager

| Bee Cave

About the Company

Astronauts needed for mission.

At the risk of sounding immodest, SecureLink may be the coolest company you’ve never heard of. After 14 years in business, we announced a strategic investment from Vista Equity Partners in 2017. Vista is the leading technology investment firm focusing exclusively on software, data, and technology-enabled compaies. With our  partners, existing customers, products and people, we are excited to launch the company to a higher orbit. 

SecureLink is the leading platform for secure, remote support of enterprise software. Our customers are top tier names in healthcare, gaming, government, retail, legal and other highly-regulated industries.

SecureLink’s world headquarters in West Austin is called the Hill Country Space Ship - a great facility we believe you would be proud to call your workplace.  https://www.securelink.com/about/tourthespaceship/

Position Overview

The Customer Success Manager is the central point of contact for all customer success and satisfaction during the customer lifecycle, working with and escalating to technical operations, professional services, product management, and account management resources on behalf of customers to ensure customer satisfaction, retention, and expansion.

Duties and Responsibilities

  • Owns customer satisfaction, health, and churn for assigned accounts at all stages of customer lifecycle
  • Addresses and escalates customer requests for technical, product, onboarding, and project issues
  • Reviews and addresses customer satisfaction reports to highlight successes and resolve issues
  • Works with Project Management during Implementation of new customers to ensure customer goals and strategic objectives are met
  • Manages Watchlist process to ensure endangered accounts are being tracked and issues are resolved appropriately
  • Works with Onboarding Specialists to reach customer rollout goals / potential and expand SecureLink footprint within customer organization
  • Works with Account management to prepare annual and ad-hoc business reviews for assigned customers

Skills & Requirements

  • 1 year of experience working with customers in Technology or a related field
  • Customer Success Management Best Practices
  • Customer Service Best Practices
  • Best practices for data entry and documentation
  • Excellent written and verbal communication skills

What Else?

Happy and successful SecureLink employees have three attributes that make them “slinky”.  These are 1) excellence at their position, 2) eagerness to grow and improve, and 3) a true sense of responsibility to meaningfully contribute to the company, customers and culture.

If you are just looking for another job, this is not the place for you.  We like to laugh and be around happy, smart, interesting, self-motivated and “slinky” people.  Slackers, grumps and pessimists need not apply.

In addition to a generous benefits package, we serve a full breakfast and lunch to our employees every day from our on-site commercial kitchen run by a great local chef.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • SpringFrameworks
    • StrutsFrameworks
    • FreemarkerFrameworks
    • PostgreSQLDatabases
    • GainsightAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • YesWareEmail
    • RainKingLead Gen
    • PardotLead Gen

Location

Rising from the hill country on the western edge of Austin, the SecureLink Space Ship was built for the special astronauts who work here every day.
11402 Bee Caves Road , Bee Cave, TX 78738

Insider's spotlight

What's something quirky about your company?

It's our ode to space missions and astronauts! Walk inside and you'll find life-sized model astronauts, conference rooms named after astronauts, space wallpaper, space mission posters, and more. To drive this theme home, every new employee is encouraged to try out the space simulator in our room dedicated to virtual reality (it's awesome!).

Ike

Sales Operations

How do you collaborate with other teams in the company?

One of the best things about working here is that I get to interact with so many smart, talented people. Everyone is always willing to lend a hand to help pull the company forward. There are no corporate politics and we are all open and honest with each other. The open communication leads to a lot less stress than at other companies I've worked.

Joe

President & COO

What makes someone successful on your team?

Intelligence, creativity and a “play to win” attitude. We have a top of the line product and pride ourselves in providing a top of the line sales/support/implementation experience for our customers.

Carrie

Customer Success Manager

The best idea wins! From the kitchen staff to the executive team, we are always looking for innovation. Right now, our marketing team is launching a campaign featuring old-school combination locks: “Remember when security was this easy?” It didn’t matter that the idea came from the finance department- it’s clever and we ran with it!

Jeff

CEO & Co-Founder

The best idea wins. It’s a perspective that permeates the whole company - we’ve even formalized it into the way we run things, we call it the goals process. Everyone decides which efforts they think are most critical, then makes it happen. It’s a bottom up way to make sure the best ideas win and our company keeps moving in the right direction.

Joel

VP of Technology

Perks of working here

401(K) Matching
401(K)
Beer on Tap
Casual Dress
Company Outings
Daily Meals Provided
Dental Benefits
Game Room
Happy Hours
Health Benefits
Onsite Gym
Parking
Pet-Friendly Office
Stocked Kitchen
Unlimited Vacation
Vision Benefits
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