Intermediate Customer Success Manager, Absolute Security

• 3+ years Customer Success experience within a SaaS high-tech work environment working with large Enterprise customers – experience with Healthcare, Financial and Professional Services industries a bonus
• Exceptional ability to communicate and foster positive business relationships
• Strong aptitude for technology with the ability to explain technical concepts and theories to technical users
• Team player, that strives to develop win-win situations for customers and colleagues
• Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level
• The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
• Ability to take initiative, own processes and work independently as required
• Understanding of data-in-transit security, including TLS, IPsec, VPNs, PKI, and certificate management
• Strong understanding of Windows, macOS, and Linux operating systems, including network stacks
• Experience with CRM tools such as Salesforce and Gainsight

Desirable

• As an Intermediate Customer Success Manager at Absolute, you are front and centre with our customers and their executives, helping them achieve their goals and ensuring value driven engagements
• With your passion for technology and a strong customer-focused approach, you work with cutting-edge software to support our customer’s mission-critical applications
• Collaborating with all parts of the business including Product Management, Global Sales teams, Technical Support and more; Customer Success acts as the definitive “voice of the customer” within Absolute
• And as a member of our overall Customer Experience team, you are an excellent team player as well as a meaningful contributor that can work independently to resolve customer challenges
• We are part of a greater team that looks after each other while also building out a unique culture that knows when to acknowledge and celebrate our successes
• Be the “voice of the customer” within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute Secure Access product line
• Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute
• Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
• Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting strategic account reviews
• Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies
• Focus on net dollar retention by:
• Identifying and mitigating risk on customer accounts and work with account teams and executives to mitigate risk of churn
• Uncovering growth opportunities in your portfolio through expansions, upsells and cross sells to provide a rewarding customer experience
• Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities
• Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve
• Become a technical Subject Matter Expert of Absolute and contribute to building new processes and sharing best practices within the larger Customer Success team
• Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities
• Collaborate cross-functionally with other internal teams such as Professional Servies, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception
• Protect the security and privacy of Absolute and its customers