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Customer Success Manager

Customer Success Manager

11 Hours ago • 3 Years + • Product Management

About the job

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Job Description

The Customer Success Manager at Egnyte drives customer retention and product adoption. Responsibilities include managing post-implementation onboarding, developing strategic success plans, conducting quarterly business reviews, resolving escalated issues, and collaborating with internal teams. The ideal candidate possesses 3+ years of customer-facing experience in a software/SaaS company, demonstrating proactive risk mitigation and excellent communication skills. They will work closely with clients to ensure successful product usage and renewal of services, acting as a product expert and advocating for customer needs within the company.

Must have:

3+ years customer-facing experience in SaaS
Proactive risk mitigation and issue resolution
Excellent communication (written & verbal)
Strategic success planning & execution
Manage customer relationships & onboarding

Perks:

Competitive salary
Company equity
Medical insurance
Flexible hours
Life insurance
Mental wellness platform
Gym reimbursement
Childcare reimbursement

Description

CUSTOMER SUCCESS MANAGER

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

The Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

WHAT YOU’LL DO:

Become a product expert including the technical knowledge and practical business applications
Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
Keep customers informed of process and procedural changes
Manage resolution of escalated customer issues
Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements

YOUR QUALIFICATIONS:

3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices
Success managing customer relationships at a software or SaaS company
Proactive approach with a demonstrated capability to identify and mitigate risk
Experience working across multiple, internal teams to resolve customer issues quickly and effectively
Previous experience with tech companies, specifically SaaS solutions
Excellent communication skills (writing, listening, phone)
A team player capable of high performance and flexibility working in a dynamic environment
Ability to work US EST hours on a daily basis

BENEFITS:

Competitive salaries
Company equity depending on role and level
Medical insurance and healthcare benefits for you and your family
Fully paid premiums for life insurance
Flexible hours and PTO
Mental wellness platform subscription
Gym reimbursement
Childcare reimbursement
Group term life insurance

COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

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