Customer Success Manager, Xeneta

• Understand the DNA of what makes a customer tick, the entire lifecycle of the customer from 3+ years of experience as a CSM with a track record of success, meeting and surpassing goals
• Experience working with B2B SaaS product
• Experience working with Salesforce and Gainsight
• Good negotiation skills and not afraid to take risks
• Excellent English skills, written and oral
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats
• Customer obsessed mind-set and strong appreciation for entire customer journey
• Ability to connect with other functions in the business, specifically marketing and sales to create a seamless end to end customer experience
• Creative and resourceful problem-solving skills
• Ability to learn and quickly integrate new often technical information
• Ability to work in a diverse and flexible culture with a global outlook
• A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude
• Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, both customers and strategic partners
• Collaboration: the ability to work across a broad range of functions internally and externally to deliver value to our customers

Desirable

• Reporting to: Eunice Medina Garcia
• As a Xeneta Customer Success Manager your objective is to manage a portfolio of assigned accounts and drive customer success and revenue in that territory to meet the company’s vision and ambitious global expansion objectives
• The true value of the CSM comes from delivering unforgettable experiences with customers, creating partnerships ultimately, leading to customers for life, i.e., revenue growth
• Lead the lifecycle management of assigned accounts and ensure timely renewals
• Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates
• Review and report on usage, adoption and customer health metrics
• Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities
• Drive retention and growth among our customers by understanding their business needs and helping them succeed
• Provide ongoing training and best practices to customers
• Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer
• Identify and implement customer success projects or programs that interest you

• Applied
• HR interview
• Hiring manager interview
• Case study interview
• Reference check
• Hired