Senior Customer Success Manager

Job Description

• Develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and objectives • Collaborate with cross-functional teams to ensure seamless onboarding and training for new customers • Collaborate with Account Executives and Solution Engineers to understand client business drivers and outcome objectives and partner with the client to develop success plans and outline value expectations • Proactively manage the renewal process to ensure customer retention targets are met and exceeded • Monitor product usage and adoption, identify potential areas of concern, and develop mitigation plans, ensuring a high renewal rate • Identify opportunities for additional licenses, features, and services within existing Own user accounts and actively lead these efforts to successful closure • Work with cross-functional teams to identify opportunities for selling additional products and services • Identify and recruit satisfied customers to become advocates, participate in case studies and user communities, and refer Own solutions to others • Demonstrate an in-depth understanding of Own solutions, enabling you to provide expert guidance and insights on how to maximize the value of our offerings • Provide support to Account Executives during the pre-sales process and position Own’s Customer Success framework as a differentiator • Utilize data-driven insights to monitor customer health, identify trends, and implement proactive measures to enhance customer success • Demonstrate and inspire thought leadership which drives cross-functional collaboration, improvements to Customer Success practices, and accelerated customer value realization

Qualifications

• Bachelor’s degree and 5+ years of relevant experience • Proven experience in customer success within the SaaS industry • Demonstrated experience developing customer success plans and enabling customer defined value to be realized • Understanding of backup, recovery, archive, and other data management and protection technologies preferred • Salesforce end user proficiency is required, and Salesforce administration experience is preferred • Experience using Gainsight as a Customer Success tool is preferred • Ability to manage a portfolio of accounts of various sizes in a fast-paced, dynamic environment • Able to operate effectively both independently and within a team • Takes initiative, intellectually curious, and has a strong desire to learn • Excellent communication, negotiation, and presentation skills • Strong analytical and problem-solving abilities • Results-driven with a track record of meeting and exceeding customer success targets

Benefits

• Unlimited PTO • Generous medical benefits • 401(k) savings plan with a 4% employer match • Discretionary bonuses/incentives • Stock options • Catered lunches in the office five days a week