Customer Success Manager

Summary

Join Scaled Agile, Inc. (SAI) as a Customer Success Manager (CSM) and help customers thrive using SAFe. As a customer-facing professional, you will manage a portfolio of customers, ensuring their success with SAI's offerings. You will be responsible for customer onboarding, nurturing, and renewal, advocating for their needs internally. The ideal candidate is experienced in managing a large customer portfolio, preferably in SaaS, and possesses strong interpersonal and communication skills. This role involves working with sales teams, monitoring customer data, and leading implementations. SAI offers a competitive salary, benefits package, and opportunities for professional growth.

Requirements

• 3+ years of experience in B2B environments working directly with customers in a success, sales or support role(s)
• A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way
• Experience working on Agile teams or with those using Scaled Agile Framework (SAFe)
• Strong interpersonal skills and ability to build good internal and external relationships
• Strong written and oral communication skills
• A track record for thriving in an empowered, fast-paced environment
• A Bachelor’s Degree in Business, Marketing or related field; or equivalent professional working experience

Responsibilities

• Manage a portfolio of customers through a blend of automated and personal outreach (mix-touch) to drive them to successful outcomes with our products
• Work with strategic customers throughout the onboarding, nurturing, and renewal phases of the customer journey
• Ensure the customer journey is smooth and well managed, resulting in strong customer retention, engagement, and growth via a delightful learning experience within Community and Membership content and tools
• Advocate internally on the customer’s behalf to prioritize activities that promote customer value and health
• Drive customer engagement in Scaled Agile Communities and use of available knowledge base and online support tools
• Partner with our Regional Sales Account Managers to develop customer relationships and ensure consistent, professional, and effective interactions
• Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success
• Identify and manage customers at risk for attrition by providing customer status and metrics
• Lead implementation of SAI’s platform with our higher-tier customers via both virtual and onsite training
• Develop and maintain a deep understanding of customers’ business drivers and steer program activities to align with those goals
• Monitor and measure customer satisfaction and the value realized from SAI’s solution
• Become an expert in SAFe product and service offerings in order to provide customers with consultative guidance on how to get the most out of our products & community platform via relentless improvement to customer experience
• Contribute to the infrastructure of the Customer Success team- tools, process, and documentation

Preferred Qualifications

• Experience or desire to participate in making video tutorials and presentations
• Copywriting skills or technical writing experience
• Experience with Salesforce Sales and Service Cloud, Gainsight, or equivalent CRM systems
• Certified Salesforce Administration
• Consulting or Account Management experience
• The ability to travel 10-15% of the time (~1-2 territory trips/quarter)

Benefits

• Medical, dental, vision, optional insurance products including identity protection and pet insurance
• 401K with a match
• Flexible paid time off
• Company paid sabbatical after six years of service
• Bonus plan
• Equity options
• Remote work