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Sr. Customer Success Manager

Sr. Customer Success Manager

13 Hours ago • 3 Years + • Product Management • Undisclosed

About the job

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Job Description

The Sr. Customer Success Manager at Egnyte drives customer success and retention by focusing on product adoption, building strong partnerships, and managing strategic accounts. Responsibilities include developing strategic success plans, conducting quarterly business reviews, resolving escalated issues, collaborating with internal teams, and communicating customer needs to product and engineering. The ideal candidate has 3+ years of customer-facing experience in a software or SaaS company, excels at relationship management, and possesses strong communication skills.

Must have:

3+ years customer-facing experience
Software/SaaS experience
Strategic planning & execution
Excellent communication skills
Issue resolution & risk mitigation
Cross-team collaboration

Description

Sr. 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 Sr. 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