Customer Success Manager, Kentik
US PST
$125-170k
OTE
$100-136k
BASE
+ Stock options
More information about location
Network observability, security, and performance
Be an early applicant
Network observability, security, and performance
201-500 employees
Be an early applicant
$125-170k
OTE
$100-136k
BASE
+ Stock options
More information about location
201-500 employees
Company mission
To provide clients with an infrastructure visibility solution to make their business-critical operations run seamlessly.
Role
Who you are
- Are you outgoing, detail oriented, emotionally intelligent, and know how to balance competing priorities? If so, let’s have a conversation about joining Kentik’s growing Customer Success Division
- This is an exciting opportunity for anyone looking to join a scaling, growing, and nurturing team of Success professionals
- 5+ years of Customer Success Management / Account Management experience
- Strong preference for candidates who are based in the SF Bay Area
- High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst.io, Pendo, Looker, etc.)
- Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.)
- Ability to speak with authority and lead customer meetings to favorable outcomes
- Previous SaaS experience required
- Revenue recognition experience in a SaaS framework is a strong plus
- Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes
- A “get it done” mindset
- Enjoy what you do and bring your unique experience to benefit both the team and our customers
- Ability to travel up to 25% of the time
- Willingness to work PST hours
What the job involves
- This role establishes and maintains ownership of the entire Customer experience including initial onboarding, adoption, ongoing cadence, as well as managing renewals
- You will be the proactive outreach owner for your entire book of business, and have the chance to work with really exciting companies using Kentik
- Additionally, the role is a key contributor to identifying expansion and upsell opportunities, with joint responsibility together with the sales team over those opportunities
- Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long-term health and success
- Support customers through the Kentik Customer Journey: from on-boarding through adoption, to renewal and growth
- Establish and maintain rapport with all assigned accounts
- Work closely with your team of Customer Success Engineers, Account Executives, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes
- Identify and call out account risks
- Capture key customer needs, translate them to internal tasks, and execute
- Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams
- Ability to work in a customer-first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved
- Travel on-site to key customers as needed
Our take
The rise in internet use has resulted in an often unmanageable amount of network traffic across websites, data centers, and most recently cloud services. The resulting mass of information from this is problematic to interpret and thus difficult to use for troubleshooting and engagement insights.
Kentik provides an integrated network monitoring dashboard for enterprises that helps provide visual data illustrations and insights based on traffic. This allows administrators to identify bottlenecks in their networks, whilst providing opportunities to provide cyber protection and monitor customer experiences.
The Kentik dashboard’s approach to network management is unique due to its focus on the visualization of information. This allows insights regarding network limitations and bottlenecks to be understandable and manageable to enterprises regardless of whether staff has knowledge in networking data.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2021
$40m
SERIES C
May 2020
$23.5m
LATE VC
Total funding: $101.7m
Company benefits
- Dental and vision insurance
- Parental leave
- Stock options
- Flexible paid time off
- 401k plan
- Work from home opportunities
- Health insurance
Company HQ
Financial District, San Francisco, CA
Leadership
Avi Freedman
(CEO)Avi started their career as a Systems Administrator at United Engineers and Constructors, prior to spending 10 years as CEO of Netaxs Internet Services. They founded readnews.com and left their role as CTO of ServerCentral to co-found Kentik in January 2014.
Justin Biegel
(COO)Justin spent almost 4 years as VP of Business Development at InvisbleHand Networks before working as a University of Maryland Researcher for 2 years. After 3 years at Internap, they co-founded Kentik 2014 and serve as COO.
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