Remote Strategic Customer Success Manager

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)