Senior Customer Success Manager

Summary

Join Solo.io, a Cambridge-based startup, as a Customer Success Manager. You'll build strong relationships with customers, ensuring they achieve desired value from our cloud-native application products. This role involves developing success plans aligned with customer business goals, accelerating adoption, and minimizing churn. You will coordinate with internal teams to solve complex issues and communicate the benefits of Solo.io's offerings. The ideal candidate has 4+ years of customer success or account management experience in enterprise software, strong communication skills, and the ability to manage critical situations effectively. This is a fast-paced role in a growing technology startup.

Requirements

• 4+ years of customer success or account management experience, preferably within the enterprise software industry
• Ability to lead on­site and virtual business meetings with stakeholders ranging from individual contributors to executive leadership
• Ability to manage critical customer situations with calm professionalism, empathy, and compassion
• Self-starter comfortable with adapting to fast moving additions to Solo.io products and related technologies

Responsibilities

• Build strong customer relationships with stakeholders and sponsors to ensure Solo's activities align to the customer's desired business outcomes
• Develop success plans aligned to your customers business goals
• Accelerate adoption and minimize customer churn through a programmatic approach that ensures regular touchpoints and guides the customer to value and success throughout the customer lifecycle
• Coordinate and orchestrate activities that solve complex situations working together with Solo's field and engineering teams
• Communicate the benefits of Solo's products and recommend solutions that align with the customers goals
• Manage multiple issues with minimal direction and coordinate the resources needed to resolve customer challenges efficiently