Remote Senior Customer Success Manager

Summary

Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. Have flexible work hours that allow me to balance my ‘me time’ with my work commitments. Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events. Focus on impactful work, solving complex, real challenges utilising the latest technologies and protocols. Own my career path with our internal development framework.

Requirements

• Experience dealing with a portfolio of Enterprise level, High-value Strategic Customers
• A minimum of 10+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
• Excellent business communication, organizational and project management skills
• Ability to create structure in ambiguous situations and design effective processes
• High level of resourcefulness to be able to independently seek out resolutions

Responsibilities

• Providing day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy
• Creating and enforcing plans that will help meet the needs of customers, working diligently to resolve customer blockers
• Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions
• Designing, developing and optimizing customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn
• Establishing a communication cadence with strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal
• Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s needs
• Planning and leading initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage
• Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement
• Working with customers and Channel to implement success programs and provide success plays
• Acting as an internal advocate between customers and business functions (e.g. support, product management, professional services, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption
• Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in customer activities
• Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle
• Understanding competition and staying ahead of the curve

Benefits

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data
• Rewarding me with an annual performance-based bonus
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more