Strategic Customer Success Manager, Kentik
$205-225k
OTE
$164-180k
BASE
Plus stock options
Network observability, security, and performance
Open for applications
Network observability, security, and performance
201-500 employees
Open for applications
$205-225k
OTE
$164-180k
BASE
Plus stock options
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
- This is a highly visible, high-impact role requiring a seasoned professional with a "get it done" mindset and a passion for building successful, enduring customer relationships
- We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!
- A minimum of 7-10 years of experience in a senior-level Customer Success, Strategic Account Management, or similar client-facing role within the SaaS industry
- Proven track record of managing a portfolio of large enterprise or strategic accounts, consistently meeting or exceeding renewal and expansion targets
- Demonstrated ability to engage and build trust with C-level executives and senior business leaders
- Deep understanding of SaaS business models, value drivers, and the customer lifecycle
- Expertise in leveraging data and analytics to drive customer success and identify key business insights
- Exceptional communication and presentation skills, with the ability to articulate complex technical and business concepts to diverse audiences
- Experience with revenue recognition in a SaaS framework is highly desired
- Experience with networking or related technology is a strong plus
- Ability to travel up to 25% to build in-person relationships and support strategic initiatives
- We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career
What the job involves
- At Kentik, our most important asset is our customer base and we are committed to building deep, lasting partnerships that extend far beyond the initial sale
- We are seeking a Strategic Customer Success Manager to serve as a trusted advisor to a portfolio of our most critical accounts
- In this role, you will be the single point of accountability for the entire customer journey, driving adoption, maximizing value realization, and ensuring a predictable renewal and growth trajectory
- You will operate at the intersection of our customers’ business goals and our product capabilities, translating their long-term vision into tangible success outcomes
- You will navigate complex organizational structures, engage with C-level executives, and articulate Kentik's value in the context of their strategic initiatives
- Executive Business Partnership: Establish and nurture relationships with key customer stakeholders, including C-level executives and senior leadership, to align on strategic objectives and ensure Kentik is delivering quantifiable business value
- Strategic Account Management: Take ownership of a portfolio of our most strategic customers, defining and executing a proactive success plan that maps Kentik's solutions to their long-term business goals and desired outcomes
- Drive Value Realization: Systematically track and report on product adoption, health scores, and key performance indicators (KPIs) to proactively identify risks and opportunities for expansion, leveraging these insights to ensure customer ROI
- Cross-Functional Leadership: Act as the internal champion for your customers, collaborating with and leading cross-functional teams (Account Executives, Sales Engineers, Product, and Engineering) to resolve complex challenges and drive the strategic direction of their account
- Renewal & Growth Strategy: Develop and own the renewal strategy for your book of business. Identify and cultivate upsell and expansion opportunities, working closely with the sales organization to grow the account footprint
- Advocacy & Feedback: Serve as the voice of the customer within Kentik, translating critical feedback and market trends into actionable insights for our product and leadership teams to influence the product roadmap
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.
Kentik's approach to network management is unique due to its focus on the visualization of information. This allows insights to be understandable regardless of whether staff have knowledge in networking data. The company continues to improve its offering, such as with the launch of its industry-tailored AI advisor.
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 & Co-founder)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 & Co-founder)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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