Senior Customer Success Manager

2 Months ago • 5 Years + • Customer Service

Job Summary

Job Description

We are looking for a Sr. Customer Success Manager to join our team. In this role, you will develop trusted advisor relationships with customers, aligning with their business goals and strategy. You will manage the customer lifecycle, identify improvement opportunities, and advocate internally for customers. Responsibilities include maintaining customer usage and adoption, leading focus to assist account and support teams, partnering with Sales and Renewals teams, and ensuring customer feedback is conveyed to improve products and services. Your goal will be to increase subscription revenue retention, renewal rates, reduce churn, influence future lifetime value, and improve customer satisfaction and reference-ability. You will collaborate cross-functionally with Sales, Channel Partners, Product Management, Engineering, and other teams to deliver an exceptional customer experience, supporting our customer base in the Asia Pacific region.
Must have:
  • Develop trusted advisor relationships with customers.
  • Manage customer lifecycle and standardize touchpoints.
  • Maintain customer usage, adoption, and consumption data.
  • Lead focus assisting account and support teams.
  • Partner with Sales, Channel Partners, and Renewals teams.
  • Ensure customer feedback is captured and conveyed internally.
  • Increase subscription revenue retention, renewal rates, and reduce churn.
  • Influence future lifetime value through product adoption.
  • Improve customer satisfaction and drive advocacy.
  • Collaborate cross-functionally with various teams.
  • Support customers in the Asia Pacific region.
  • 5+ years of customer success experience.
  • Understanding of value drivers in recurring revenue models.
  • Analytical and process-oriented mindset.
  • Desire for continuous learning and improvement.
  • Excellent communication and presentation skills.
  • Working knowledge of cybersecurity, cloud, and networking markets.
  • Deep understanding of the customer lifecycle.
  • Ability to manage and influence through persuasion.
  • Customer-centric and proactive team player.
  • Exceptional follow-through and ability to handle competing requests.
  • Proven ability to execute despite ambiguity.
  • Outstanding customer service skills.
  • Ability to make trade-off decisions.
  • Strong verbal and written communication skills.
  • Ability to travel to Mexico, the US and within Asia.
  • Ability to start work day from 6:30 AM to 2:30 PM IST.

Job Details

Description

What you’ll do:        
  • Develop a trusted advisor relationship with our customers so that we are aligned with their business goals and strategy.
  • Influence the customer lifecycle by mapping the customer journey, standardizing touchpoints for each stage in their journey, identifying opportunities for continuous improvement, advocating internally for the customer, and incorporating industry best practices.
  • Maintain customer usage, adoption, and consumption information to create a customer health score.
  • Lead focus assisting the account and support teams with key escalations.
  • Partner closely with our Sales, Channel Partners, and Renewals teams to ensure alignment and provide information on new opportunities and customer outcomes.
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
  • Increase subscription revenue retention, renewal rates, & reduce churn.
  • Influence future lifetime value through higher product adoption.
  • Improve overall customer satisfaction and drive new business growth through greater advocacy & reference-ability.
  • Collaborate cross functionally with our Sales, Channel Partners, Product Management, Engineering, Professional Services, Education Services, and Technical Support teams to deliver an exceptional customer experience.
  • You will be supporting our customer base in the Asia Pacific region.
  • This is an individual contributor position and does not have direct reports. 
     
What you’ve done:        
  • You hold a relevant Bachelor's degree or bring a wealth of experience to the table.
  • 5+ years of overall experience in customer success
  • Your deep understanding of value drivers in recurring revenue business models is reflected in your past accomplishments.
  • An analytical and process-oriented mindset has characterized your approach in your previous roles.
  • You have demonstrated a consistent desire for continuous learning and improvement throughout your career.
  • Your excellent communication and presentation skills have been evident in the successful execution of various tasks and projects.
Who you are:        
  • You possess a working knowledge of the cybersecurity, cloud, and networking markets.
  • With a deep and effective understanding of all aspects of the customer lifecycle, you navigate it seamlessly.
  • Your ability to manage and influence through persuasion, negotiation, and consensus building sets you apart.
  • As a customer-centric and proactive team player, you bring an empathy that drives customer loyalty and adoption.
  • Exceptional follow-through characterizes your ability to handle simultaneous and competing customer requests in a high-paced environment.
  • Your proven background showcases the ability to execute despite ambiguity and obstacles.
  • You exhibit outstanding customer service skills, coupled with the ability to make trade-off decisions.
  • You possess strong communications skills, both verbally and written, and are professionally proficient in English for both business and technical conversations.
  • You have the ability to travel to Mexico, the US and within Asia.
  • You have the ability to begin your work-day at 6:30 AM to 2.30PM IST to support our customers across the Asia Pacific region during their business hours

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.

We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.

If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

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