Customer Success Manager - West

8 Months ago • 5 Years + • Customer Service • $95,000 PA - $110,000 PA

Job Summary

Job Description

The Customer Success Manager will build and maintain relationships with enterprise customers to ensure they maximize the value of Cyara's solutions. Responsibilities include owning customer outcomes, articulating the value of Cyara, negotiating renewals, acting as a program manager, understanding customer pain points, building adoption and value plans, delivering insights, acting as an escalation point, hosting meetings, managing requests, identifying opportunities, and possibly traveling. The role requires a strategic mindset, experience with large accounts, and the ability to build customer relationships.

Must have:

5+ years of experience in a Customer Success Role
Strategic mindset with experience managing large accounts
Able to negotiate large, complex renewals
Confident in presenting to senior customer executives
Act as a quarterback to leverage internal resources
Demonstrated background in developing commercial relationships
Proven track record of meeting and exceeding targets
Strong technical acumen to add value to customer discussions
Strong program management skills
Strong analytical skills/ ability to identify patterns

Good to have:

Previous experience working in a SaaS environment, or telecoms
Knowledge of testing, the software development lifecycle
Bachelor's degree in a related discipline

4 skills required

4 skills required for this role

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saas-business-models

team-management

load-testing

regression-testing

Job Details

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out: www.cyara.com

Want to know what it’s really like to work at Cyara? Check out this link to meet some real Cyaran’s and read about their individual career journey with us: https://cyara.com/employee-profiles/

Cyara’s Diversity, Equity, Inclusive and Belonging Statement:

At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.

Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.

We are seeking an exceptional Customer Success Manager to join our team, preferably based on the West Coast or in Pacific Time. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.

Let's talk about the role and responsibilities:

Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
Act as a program manager throughout the entire customer journey including professional services engagements
Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
Build adoption and value plans with customers to set a long-term vision for success and growth
Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
Act as an escalation point when things are not going to plan
Organize and host regular client check-in meetings, onsite visits and Executive Business Reviews
Coordinate and manage client special requests & projects
Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
Travel may be required from time to time

Let’s talk about your skills/expertise:

Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role
Strategic mindsight with experience managing large, multinational accounts
Able to negotiate large, complex renewals to secure long-term contracts with standard uplifts
Can have strategic conversations with and confident presenting to senior customer executives
Able to act as a quarterback to leverage internal resources to deliver customer outcomes
Demonstrated background in developing and managing commercial relationships
Proven track record of meeting and exceeding targets
Strong technical acumen to add value to customer discussions and translate product strengths into business value
Strong program management skills
Strong analytical skills/ ability to identify patterns and spot trends
Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
Knowledge of testing, the software development lifecycle desirable
Bachelor's degree in a related discipline is desirable

You Are:

Organized
Process-driven
Shows initiative
Customer Focused
Articulate and confident
A communicator
A problem solver

Individual pay is determined by skills, qualifications, experience, and location.

Why you should join us:

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day:

Deliver Excellence

Innovate Boldly

Integrity First

Embrace Curiosity

Interested? Know someone who might be? Apply online now.

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid