Remote Customer Success Manager

Summary

The job is for a Customer Success Manager at Venafi, responsible for managing and educating customers about machine identity management software. The ideal candidate should have 3-5 years of experience in software customer experience management, particularly in complex problem-solving environments and SaaS-based security software.

Requirements

• Minimum 3-5 years in software customer experience management
• Experience managing accounts with a software platform that solves complex problems, across many business units

Responsibilities

• Actively manage a group of customers on their journey from getting implemented onwards
• Drive the customer intent to renew by driving adoption of purchased Venafi’s software to achieve the customer business outcomes through the use of a Customer Success Plan
• Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
• Analyze accounts to identify churn risk and work proactively to eliminate that risk
• Educate champions and their teams on the value of machine identity management and help uncover and guide to solve new use cases
• Act as a trusted/strategic advisor to each customer helping to drive continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders
• Organize sessions and/or QBR with internal and customer stakeholders
• Guide new customers through their onboarding process to achieve a short time to value
• Contribute to initiatives within the customer success team to improve the customer experience for all tiers
• Work cross-functionally with members in product, sales, and support to foster a strong sense of community and information sharing

Preferred Qualifications

• Customer Success Experience in a SaaS based Security software environment
• Named, global or large enterprise account management experience
• Knowledge in the Machine Identity Management area

Benefits

Venafi will reimburse Team Members for coverage of their choosing, for both the Team Member and their dependents (includes spouse, domestic partner, and children) through payroll. The benefits eligible for reimbursement are: Health Coverage, Dental Coverage, Life Insurance (2x Base Salary) and Critical Illness/Income Protection (up to 75% of Salary)