Remote Strategic Customer Success Manager

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Netlify

πŸ’΅ $109k-$148k
πŸ“Remote - Worldwide

Job highlights

Summary

Join Netlify as a Strategic Customer Success Manager to manage business relationships with key customer stakeholders, drive engagement and feature adoption, and increase customer value.

Requirements

  • Proven experience in successful implementation and communication with a large number of strategic accounts
  • Familiarity with the composable architecture (MACH) approach and relevant SaaS services
  • Several years of experience in Enterprise Customer Success or adjacent roles related to renewals and account management
  • Ability to identify growth and development opportunities with accounts
  • Demonstrated ability to foster professional relationships with key customer stakeholders
  • Proactivity, organizational skills, and providing quick response times are a must
  • Strong ability to analyze data points in relation to customer usage and growth on the Netlify Platform
  • Ability to multi-task and manage multiple customer engagements simultaneously
  • Experience in working with Salesforce, Vitally, Sigma, and Google Workspace
  • A customer-service focus and growth mindset

Responsibilities

  • Serve as the primary business-related point of contact for customers within Netlify for any contractual and project-related questions, comments, or concerns
  • Owns the success and engagement motions to develop long-term customer value
  • Establish productive relationships with key stakeholders within our customer base
  • Drive engagement and feature adoption across all in-territory accounts
  • Consistently deliver against renewal goals
  • Use your skills to proactively reach out to customers with account-related or role-relevant information
  • Elevate customer feature requests to Product Managers
  • Perform customer-facing quarterly business reviews with base, embodying the role as a strategic advisor
  • Prepare and coordinate high-quality renewal reviews with a book of business
  • Partner with support, solutions engineering, and product to drive valuable engagements with base
  • Identify growth opportunities within the account base
  • Lead webinars and/or group trainings on product roadmap and feature releases
  • Travel to attend in-person customer onsite training and business reviews, as necessary

Benefits

Competitive salary range ($109,000 - $148,000)

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