Senior Customer Success Manager
Job Summary
Job Description
The Sr. Customer Success Manager drives customer success and retention, focusing on product adoption, strong partnerships, and day-to-day management of strategic accounts. Responsibilities include developing strategic success plans, conducting quarterly business reviews, managing escalated issues, and collaborating with internal teams. The role requires expertise in the Egnyte platform, excellent communication, and proactive risk mitigation. The goal is to foster a 'Customers for Life' environment and ensure high customer retention rates.
Must have:
- 3+ years customer-facing experience
- Software/SaaS customer relationship management
- Proactive risk identification & mitigation
- Cross-team collaboration for issue resolution
- Excellent communication skills
5 skills required
Job Details
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
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