Customer Success Manager

Summary

Join our team as a Customer Success Manager at BetterCloud, where you'll manage customer relationships, drive adoption, and provide product feedback to ensure customers achieve value from our solution.

Requirements

• Experience working with Small to Midsize organizations
• Manage a portfolio of 55-65 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
• Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
• Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
• Committed to customer satisfaction and happiness as measured by NPS
• Expert at juggling competing demands and managing limited time
• Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
• Hardworking, driven, self-motivated and solutions oriented
• Passionate about technology and building a great company and a great product

Responsibilities

• Develop and manage key programs to drive adoption within Corporate Accounts
• Gather and present product feedback and feature requests to appropriate teams within BetterCloud
• Consult regularly with clients to fully understand their needs and actively solve their pain points
• Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
• Monitor customer health to be ahead of problems and continually drive product adoption
• Partner with internal teams specifically sales and renewals
• Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience

Preferred Qualifications

• 2+ years of customer success or consultancy experience
• Experience in SaaS
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Awareness of best-in-breed SaaS-based technology

Benefits

• Competitive base salary
• Full benefits package
• Stock options