Senior Customer Success Manager

As a Senior Customer Success Manager (CSM), you’ll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you’ll achieve this through a variety of touchpoints and activities across the entire customer lifecycle. You’ll work closely with day-to-day personnel up through decision makers and executive-level contacts. Internally, you’ll collaborate cross-departmentally with sales, support, marketing, engineering, implementation, and more to ensure our customers achieve success.

Responsibilities

• Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
• Manage a book of business containing advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customers on Flexential support tools.
• Overall responsibility for customer retention.
• Understand and advise customers on all relevant Flexential solutions relevant to their needs, including facilitating additional conversations with internal subject-matter experts (SMEs).
• Keep relevant Flexential departments and leaders informed of all customer health and risk concerns, including updating customer health scores and documenting churn forecasts.
• Facilitate problem resolution as the first level of escalation for unresolved issues, including billing and technical support.
• Maintain regular and proactive contact with customers through value-added email outreaches, calls, and/or face-to-face meetings.
• Effectively leverage internal technology to manage touchpoints, view customer health, and overall management of your book of business.
• Conduct regular executive business reviews with customers, including preparing and presenting content appropriate for C-level contacts.
• Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell.
• Assist, direct, and maintain open communication with key individuals within the company, including sales, marketing, engineering, accounting, and operations.
• Act as a liaison for your customers on all questions—technical, billing, sales, or other.
• Guide and advise the customer through processes rather than letting the customer manage Flexential.
• Perform other duties as required and assigned.

Requirements

• 2-3 years of Customer Success experience within a B2B technology organization.
• Experience interacting with customers at all levels, including C-Suite.
• Demonstrated ability to build and develop relationships.
• Strong written, oral, and presentation skills.
• Demonstrated technical aptitude and attention to detail.
• Ability to effectively communicate technical concepts and issues to all levels.
• Experience with CRM systems.
• Demonstrated time management ability.
• Self-directed and self-motivated to problem-solve.
• A willingness to go the extra mile for customers and develop strong relationships.
• Ability to adapt and thrive in a rapidly growing business.
• Proficiency with MS Office tools.
• General statistical analysis and ability to communicate metrics to the business.

Preferred Qualifications

• 2-3 years of experience directly managing Fortune 1000 customers (strongly preferred).
• Prior experience in Cloud, Managed Services, or Colocation.
• Understanding of VMware applications.
• Understanding of DRaaS and BaaS solutions.

Physical Requirements

• Ability to sit for extended periods of time.
• Moderate or advanced keyboard usage.

Pay

Annualized salary range offered for this position is estimated to be $84,000 - $94,000, depending on experience, location, and qualifications. This role is also eligible for commission, with an expected annual commission of $25,000 based on achievement of targets and other performance indicators.

Benefits

• Medical, Telehealth, Dental, and Vision coverage.
• 401(k) retirement plan.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Life and AD&D insurance.
• Short-Term and Long-Term disability coverage.
• Flexible Paid Time Off (PTO).
• Leave of Absence options.
• Employee Assistance Program.
• Wellness Program.
• Rewards and Recognition Program.

Benefits are subject to change at the Company's discretion.