Customer Success Manager
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Customer Success Manager
Austin TX
Job Description/Summary:
The Customer Success Manager maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship management role - focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Some experience in developing and maintaining client relationships is required.
Primary Responsibilities:
- Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
- Develop, nurture, and monitor effective communication channels with customers and internal teams to support customer and internal goals
- Create, execute and oversee action plans to track customer activities and projects and ensure engagement by appropriate parties throughout
- Continually capture and monitor customer business drivers to ensure optimal solutions and further client engagement with SpyCloud products/services
- Identify up sell opportunities based on needs of the customer or new production rollouts
- Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption
- Inform and report account status up to VP, Customer Success
Key Qualifications and Requirements:
- Self starter with drive to succeed
- Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s)
- Superior active listening skills are required
- Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
- Excellent analytical capabilities to breakdown complex tasks into executable and measureable steps
- Creative problem solver, able to accomplish goals through a variety of processes and tools
- Capability of talking to and staying abreast of technical developments at SpyCloud
- Ability to deal with complex customer relationships
Highly Desired Skills:
- 3-5 years of Customer Success Management experience in a client facing role
- Familiarity with Software as a Service (SaaS) solutions
- Cyber security and ATO prevention experience a plus
Education:
- BA/BS/Undergraduate
- Competency with Microsoft's suite of business products
- Salesforce and Zendesk experience is a plus
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