Customer Success Manager, Jitterbit

• Proven Customer Success management background with a minimum of 3 years of experience in the SaaS industry
• Innovative problem solver with a demonstrated ability to navigate ambiguity and coordinate cross-functional teams to deliver successful outcomes for complex customer challenges
• Highly organized individual who can work at pace with many projects at once
• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics
• Natural rapport builder and effective communicator with a passion for driving positive changes and providing excellent service delivery to customers
• Strong prioritization skills to balance internal projects and act as an escalation point for team and customer concerns
• Ability to work well with internal teams, balancing team and customer success with company needs and opportunities
• Minimum of 3 years of experience in Customer Success management within the SaaS industry
• Proven experience managing customers across Mid-market and SMB segments
• Demonstrated success in the achievement of departmental goals

Desirable

• As a Customer Success Manager, Mid-Market, your priority focus will be delivering value to your customers during the entire duration of the partnership, helping customers identify and realize positive business outcomes with Jitterbit that results in retaining and expanding the account
• You will be assigned to work with customers within our Mid-Market and SMB segments
• Working with a high-volume of customers, you’ll be an expert at managing multiple stakeholders and priorities
• You will be accountable for the overall success of your assigned customers throughout their entire journey with Jitterbit
• You will work closely with a Manager of Implementations, who will be responsible for the outcomes of the implementation phase of your customers' journey
• You will remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Professional Services team or the Project Management Office are mitigated promptly
• The implementation phase comprises the successful accomplishment of onboarding, feature implementation, and legacy-system retirement milestones
• You will become the trusted advisor who will empower our customers to sign up for additional Jitterbit resources and solutions
• You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies
• Build and maintain long-lasting customer relationships to retain and expand accounts
• Present to stakeholders at all levels, including end users and C-suite executives
• Serve as the key escalation point for customer concerns
• Collaborate with internal teams (Product, Sales, and Support) to address customer needs and improve offerings
• Use the Customer Success Platform to automate tasks and customer interactions where appropriate
• Manage a high-volume, fast-paced book of business with an organized approach
• Guide customers through the Jitterbit Customer Journey, from onboarding to proficient, value-driven use of the platform
• Drive product adoption for post-implementation stage customers, ensuring maximum value
• Drive customer loyalty by proactively seeking advocacy opportunities and managing NPS, CES and CSAT metrics
• Identify expansion opportunities and develop tailored account plans to help customers achieve measurable outcomes and ROI
• Identify at-risk accounts early and develop strategies to mitigate churn
• Align internal stakeholders and team members to help customers realize quantifiable business value from Jitterbit
• Work with team members and other departments to continually improve our offerings, address data trends, and optimize customer processes
• Maintain accurate customer records for assigned accounts in Salesforce
• Contribute to achieving department goals and OKRs