Senior Customer Success Manager (East)

About the role

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. You’ll be ultimately responsible for customer satisfaction and retention through a variety of touchpoints and activities—from onboarding, building success plans, proactive outreaches, running Executive Business Reviews, owning risk mitigation, and everything in between. CSMs are engaged in all phases of the customer lifecycle to build deep relationships and understanding of our customers’ desired outcomes.

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. Your success will come from building relationships, strong time management, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and executing against committed success plans.

At Flexential, we’re passionate about our customers’ success and constantly elevating the way we help them achieve it. We’re looking for CSMs who share that passion for customer experience and our industry.

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, including facilitating additional conversations with internal subject-matter experts (SMEs).
• Keep relevant Flexential departments and leaders informed of all customer health/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, 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 across 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.

Pay

Annualized base salary range: $84,000 - $94,000 (actual pay depends on experience, location, and qualifications).

This role is eligible for commission. The expected annual commission is $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.

Physical Requirements

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

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.