Customer Success Manager
Flexera · United States · 2 wk ago
RemoteRemoteCustomer ServiceFull-time
Responsibilities
- Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
- Identify the potential risk of churn and develop strategies to mitigate
- Identify expansion opportunities (upsell and cross-sell) for sales to develop
- Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
- Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
- Identify stakeholders at the account and establish relationships
- Proactively drive new value conversations
- Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
- Own an enablement and development plan for Customer Success
- Coach new-hire CSMs for onboarding and ramp-up
- Hire new CSMs
Requirements
- An outcome-driven individual with a customer-centric mindset
- 5 years of experience working in leadership positions of IT for a Fortune 1000 company, OR Experience in a Strategic Customer facing role for an Enterprise IT Software company
- Proven ability to maintain strong customer relationships and proactively grow them
- Ability to work with cross-functional teams and facilitate communication between technical and commercial teams
- Self-starter, independent thinker, active learner
- Recognized and successful practitioner understanding of the business and language of IT
- Strong executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation)
- Experience exercising these skills remotely is a plus
- People management experience
- Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness
- Successful project management experience with budget ownership
- Understanding of Software and SaaS licensing models. Security and service management is a plus