Customer Success Manager, BetterCloud

• Experience working with Small to Midsize organizations
• Committed to customer satisfaction and happiness as measured by NPS
• Expert at juggling competing demands and managing limited time
• Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Awareness of best-in-breed SaaS-based technology

Desirable

• BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team
• Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software
• Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs
• Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team
• At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process
• Manage a portfolio of 55-65 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
• Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
• Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
• Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
• Develop and manage key programs to drive adoption within Corporate Accounts
• Gather and present product feedback and feature requests to appropriate teams within BetterCloud
• Consult regularly with clients to fully understand their needs and actively solve their pain points
• Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
• Monitor customer health to be ahead of problems and continually drive product adoption
• Partner with internal teams specifically sales and renewals
• Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience