Customer Success Manager, Cloud Academy
$135-155k
OTE
70% base /30% variable split. Variable tiered payout based on revenue retention target achievement. CSMs generate expansion leads (CSQLs), receiving % of expansion deal value (uncapped)
More information about location
2+ days a week in office (Manhattan, NY)
Tech e-learning platform
Be an early applicant
Tech e-learning platform
201-500 employees
Be an early applicant
$135-155k
OTE
70% base /30% variable split. Variable tiered payout based on revenue retention target achievement. CSMs generate expansion leads (CSQLs), receiving % of expansion deal value (uncapped)
More information about location
2+ days a week in office (Manhattan, NY)
201-500 employees
Company mission
To be the main guide for companies worldwide to understand, implement and embrace cloud technologies for their businesses.
Role
Who you are
- Experience: Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals
- Experience with expansion leads and partnering on growth strategies
- Experience managing self-service business at scale with successful lifecycle management strategy leveraging technology
- Skills: Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities
- Has gravitas, poise, passion and an executive presence when engaging with senior leaders
- Strong skillset in creating and executing scaled motions to drive value and produce high commercial retention outcomes
- Knowledge: Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals
- Familiarity with leveraging CSP technology to scale customer engagement
- Curiosity & Learning: Demonstrable proof of recent learning (e.g. , vendor certification, university course)
- Analytical with a data-driven mindset
- Experience managing customer relationships in IT, Product, Engineering, Marketing, and/or Learning & Development functions
- Experience from top tech companies like Amazon, Microsoft, or Google (or their partners)
- SaaS providers such as Rackspace, VMware/Broadcom, or Digital Ocean
- SaaS companies in the EdTech space, such as Udemy or Pluralsight
- Consulting firms like Big 5, either as a past customer, or if you worked for them, particularly in software development, DevOps, or solution architecture
- Managed services experience with a media/marketing agency
What the job involves
- You will be the main owner of client accounts responsible for developing strong multi-threaded relationships, platform adoption & learning content consumption, customer satisfaction, revenue retention, and growth via expansion leads and advocacy initiatives
- You will be responsible for setting up curriculums and programs with these clients, so need to have a curiosity and interest in our content, product offerings and how these solve for client needs
- You should be able to define and communicate clients’ digital skills gaps and training goals and act as an expert in the digital landscape and be able to talk to clients with authority around the training that we provide
- You will also need to demonstrate that you can lead on program design to ensure high engagement rates of our products and content, to drive value and success
- You will need to demonstrate an analytical and creative mindset to finding solutions that drive success and high engagement rates across our client base
- The CSM will embed themselves in the client organization as a trusted/strategic advisor, deepening relationships with program owners, sponsors, advocates, and key subject matter experts to achieve success goals and prove ROI
- You will carry a blended portfolio of self-service accounts and assigned customer success supported customers
- Client Onboarding & Training: Facilitate effective onboarding and training for new users
- Customer Success Strategy: Develop and deploy customer success strategies tailored to client needs. Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success
- Learning Strategy: Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide. Set up curricula in partnership with the Go-to-Market Consultancy Team
- Relationship Management: Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions. Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI
- Platform Adoption: Drive license activation and high engagement with our product and content
- Value Management: Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling
- Revenue Retention & Renewals: Manage revenue retention and ensure high net and gross retention rates
- Growth Strategy: Partner with Account Executives to identify and pursue expansion opportunities
- Financial Management: Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn
- Key Performance Indicators
- Gross Retention Rate (GRR)
- Net Retention Rate (NRR)
- Customer Success Qualified Leads (CSQL)
- Customer Retention
- Adoption Metrics
- Satisfaction & ROI Impact
- Travel: Visit customers regularly
Our take
It’s important to highlight the chase that human operators face, when being challenged by innovative technologies like AI and machine learning. Cloud Academy wants to confront the stance that everything will one day be machine operated, it claims human initiative and intuition is still and will be important in all aspects of computer software development. The company sets out to tackle this issue and create structured learning for companies in all cloud technologies - Amazon Web Services, Microsoft Azure, Google Cloud Platform to name a few.
Efficiency in companies is key and we’re all aware that cloud platforms are constantly evolving. This can lead to employees being caught out and lack the most updated training, hindering the confidence of the employee and the productivity of the company. Cloud Academy fills in the gaps and works with both the “students” in mind but also to help increase performance for the company through tech insights. Cloud Academy goes on to offer well designed programmes for each company to develop with the skills their specific team needs.
There is a boom for online training courses and so an opportunistic time for Cloud Academy. The importance of employee health and nurture is fundamental in companies nowadays so the demand for support like Cloud Academy is only rising. They’re a well established company now with a healthy roster of clients such as Regeneron and AXA, it’ll be interesting to see how they stay relevant as they face the challenges of the ever updating technology and need for human operators.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (2 rounds)
May 2015
$3m
SERIES A
Nov 2014
$0.1m
SEED
Total funding: $3.1m
Company benefits
- Bonus plan
- Four weeks of paid vacation per year (that increases to five weeks after two years with the company!
- Lots of opportunity for growth! We believe in promoting our great people
- 401(k) with a Company match
- Full benefits, including medical, dental, and vision with Aetna
- Paid public holidays, sick days and 1 day to volunteer at your favorite non-profit per year
- 6 weeks of fully paid parental leave once you hit the one year mark - inclusive of all parents, birth or adoption (pro-rated for less than 1 year tenure)
Company HQ
SoMa, San Francisco, CA
Leadership
Stefano Bellasio
(Co-Founder)Formerly founded and acted as CEO of WeTalk Group Srl, with an extensive education in computer engineering. They left Cloud Academy acting as CEO in Sep 2022.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at Cloud Academy