Remote Customer Success Manager

Summary

Join a dynamic team at Torq as an experienced Customer Success Manager to drive customer onboarding, adoption, and expansion across various relationships.

Requirements

• Minimum 3 years experience in a CSM related role
• Security knowledge is a must!
• Cloud platform experience (AWS, GCP, Azure) highly preferred
• Proficiency in using the Salesforce platform
• Experience leveraging customer success tools like ChurnZero, Gainsight, and Totango
• Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers
• Self-driven and process-oriented philosophies
• Passionate about customers, see their needs and have the ability to create solutions
• Ability to multi-task and work in a dynamic environment with constant change to address emerging security risks and challenges
• Proficiency in Spanish preferred

Responsibilities

• Responsible for customer's onboarding experience, adoption, and expansion across a range of relationships
• Partner with customer shareholders, channel partners, and sponsors to drive product adoption
• Be a customer advocate in influencing product roadmap and improvements
• Identify and escalate issues relevant to the customer and support team to achieve client success
• Gain deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
• Address and associate business benefits to align with emerging and evolving needs
• Identify renewals needs with our clients on an ongoing basis and collaborate with internal teams to give the customer the best service
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement