Senior Customer Success Manager

Summary

Join Scaled Agile, Inc. as a Senior Customer Success Manager (CSM) and help enterprise customers achieve success with SAFe offerings. As a seasoned expert in Success Management and Agile methodologies, you will drive customer adoption, retention, and expansion. You will manage strategic accounts, guide customers through agile transformations, and build strong relationships with C-suite executives. This role requires strong communication, executive presence, and experience with SAFe and Agile methodologies. The position offers a competitive salary, benefits package, and opportunities for professional growth within a collaborative remote environment.

Requirements

• 7+ years of experience in B2B environments working directly with customers in a success, sales or support role(s) with a stellar track record interacting with leaders at the Global 2000
• 3+ Customer Success Management experience working in a high touch or mix touch engagement model, managing through key customer lifecycle milestones
• Experience working on Agile teams or with those using Scaled Agile Framework (SAFe)
• SAFe and/or Agile Certifications Required
• Certified SAFe Program Consultant (SPC)
• A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way
• Strong interpersonal skills and ability to build good internal and external relationships
• Strong written and oral communication skills
• A track record for thriving in an empowered, fast-paced environment
• Experience with Salesforce Sales and Service Cloud, Gainsight, or equivalent CRM systems
• The ability to travel 10-15% of the time (~1-2 territory trips/quarter)
• A Bachelor’s Degree in Business, Marketing or related field; or equivalent professional working experience

Responsibilities

• Manage most strategic and growth accounts of our Enterprise customers, driving account health, consumption, and revenue growth
• Guide customers proactively along their agile transformation using SAFe Enterprise and SAFe Collaborate
• Drive plans, strategies, positive outcomes with Customer Success tools including success plans, customer journeys, playbooks, etc
• Use your strong Executive presence to build relationships with Customers’ C-suite and hold highly impactful EBRs
• Create, own and follow through success plans that drive strategic results
• Persuade customer participation in Advisory Boards, case studies, testimonials
• Identify and own resolution of internal and external challenges, opportunities as they arise
• Use your creative mindset to find new ways to improve customers’ use, satisfaction, consumption of SAFe products
• Work as a team with Regional teams, Customer Success, Marketing, and Product on shared account management activities
• Responsible for drawing upon the skills and resources across the organization to continually provide value that supports our biggest customers’ adoption and growth
• Collaborate closely with CS Ops, Sales Ops, and IT to continuously improve our tools, processes, and capabilities
• Contribute to knowledge base with articles, internal and customer-facing artifacts
• Evangelize new product features & provide customer feedback to Scaled Agile’s Product team

Preferred Qualifications

Certified SAFe Scrum Master (SSM) desirable

Benefits

• Base salary range for this role is $95,000 to $115,000 annually, with an additional 25% variable compensation
• Competitive benefits package including medical, dental, vision, optional insurance products including identity protection and pet insurance, 401K with a match, flexible paid time off, and company paid sabbatical after six years of service, bonus plan, and equity options
• Remote work