Remote Customer Success Manager

Conversant Group is an IT infrastructure and security consulting company founded in 2009 and based in Chattanooga, TN. We are the world’s first Civilian Cybersecurity Force, dedicated to defeating cyber terrorists. To do so, Conversant Group is organized into three battalions: Athena7 which provides infrastructure assessment, strategy and remediation, Grypho5 which offers ongoing managed protection, and Fenix24 which provides rapid restoration in case of a cyberattack.

About This Position

The Customer Success Manager (CSM) is a key member of the customer success team.  In this role, you be responsible for executing the customer success strategy set by Leadership to drive predictable renewals and expansion.  The ideal candidate can work independently within the organization and be able to adapt to a fast-moving organization.

An ideal candidate will be able to:

• Develop a strong trusted advisor relationship with assigned clients

• Develop a complete picture of the past, present and future of a client’s technology needs

• Regularly meet with and deliver highly complex information to a wide range of audiences

• Monitor and ensure timely execution of contracted services

• Identify opportunities for improvements in available technology stacks

• Additional duties will include:

• Writing and delivering executive summary reports

• The coordination of complex service deliverables

• Compliance reporting

• Client on/offboarding

Key Responsibilities

• Work with enterprise level, complex customers to drive use cases and business outcomes
• Manage assigned client agreement adherence, compliance, and performance
• Manage and coordinate client satisfaction tasks
• Manage client lifecycle (onboarding, reporting, touch meetings, trusted advisor)
• Ensure timely execution of services and timely escalation for clients
• Maintain detailed knowledge of client technology use cases
• Collect, validate, and provide consultative direction for clients
• Ensure delivery of client reporting with executive summary for target audience
• Hold cadence calls with customers to review key metrics
• Proactively find opportunities to contribute to the customer experience
• Work cross departmentally to solve customer escalations
• Deliver against quarterly KPIs
• Conduct internal QBRs
• Be the internal voice of the customer
• Work with sales on expansion, upsell and renewal opportunities
• Additional responsibilities as assigned

Qualifications, Requirements & Preferred Skills

• 5+ years experience in Customer Success management roles
• Demonstrated success in hitting KPI’s
• Understanding of annual recurring revenue models
• Excellent analytical, organization, and problem-solving skills
• Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities
• Ability to form relationships across all levels of the company while modeling Conversant’s culture and values
• Able to build exceptionally strong, long lasting, technical relationships with diverse audiences
• Effective communication in any form or medium
• Able to holistically understand client IT environments and interdependencies
• Manage and motivate diverse resources not assigned to the CSM Team
• Manage dynamic and competitive priorities
• Organize complex technical tasks for multiple clients at once
• Administer contracts in a service delivery environment
• Understanding of information technology and managed services best practices
• Experience with service level agreement and contract management
• Experience with service delivery in a managed services practice organization
• Server, network, storage, and or security support experience
• Practical application of InfoSec principles

Why work with us?

We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

• Internal and external learning & development opportunities, including career advancement.

• Competitive compensation & benefits.

• Scheduled & flexible PTO programs.

• Fully remote work options.

• Family friendly programs

• Care packages

• Regular team building events.

Join the world’s first Civilian Cybersecurity Force and take your career to the next level!