Customer Success Manager, Spectro Cloud

• You will love this job if you are a natural relationship and business builder
• 5+ years of experience in customer success, renewal management, account management, or a related role in the SaaS or technology industry
• Strong understanding of cloud computing, containerization, Kubernetes, and related technologies
• Advanced understanding of the contract renewal process
• Proactive mindset with strong attention to detail, time management and organizational skills
• Excellent verbal and written communication skills with the ability to explain complex technical concepts to a non-technical audience
• Passionate about helping customers succeed and delivering exceptional customer experiences
• Strong analytical and problem-solving skills, with the ability to think strategically and creatively to address customer challenges
• Ability to work effectively as a team player in a cross-functional team environment
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously
• Proven track record of managing and growing customer relationships, with a strong focus on customer satisfaction and success
• Comfortable in a fast-paced, dynamic environment and able to manage multiple priorities

Desirable

• As a Customer Success Manager (CSM) at Spectro Cloud, you will play a critical role in driving customer satisfaction, retention, and growth. You will be guiding clients through their journey with Spectro Cloud and ensuring they maximize the value from our solutions
• Your goal will be to build strong relationships, understand customer needs, and drive successful product adoption through to renewal
• You will be the trusted advisor to our clients, helping them to fully leverage our Kubernetes solutions to achieve their business objectives. Guiding customers through onboarding, adoption and renewal, this role involves working closely with technical teams, senior executives and engaging in business and technical conversations at multiple levels of the organization
• You will be the user’s internal advocate, helping ensure an excellent experience, and gathering feedback on ways that Spectro Cloud can build the next generation of user-focused solutions
• Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and successful transition to Spectro Cloud solutions
• Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at customer organizations
• Customer Advocacy: Act as the voice of the customer within Spectro Cloud, providing feedback to product and engineering teams to drive continuous improvement
• Proactive Engagement: Regularly check ins via QBR’s and Roadmap sessions with customers to ensure they are meeting their goals, addressing any concerns, and identifying opportunities for upsell or cross-sell
• Renewal Management - Partner with Account Executives to drive all aspects of the renewals sales process:
• Negotiate renewal contracts using sound business judgment
• Serve as an expert in license models
• Define deep customer health metrics to identify & mitigate risk
• Drive towards on time closure
• Provide accurate forecasts to leadership anticipating risk where appropriate
• Training and Enablement: Provide training and resources to customers to help them fully understand and utilize Spectro Cloud’s features and capabilities
• Health Monitoring: Monitor customer health metrics and usage data to identify at-risk accounts and proactively address potential challenges
• Account Management: Provide regular status reports on engagement, health and potential risk to our internal stakeholders using the CS Platform
• Strategic Planning: Collaborate with customers to develop long-term success plans, aligning our solutions with their business objectives and growth strategies
• Value Demonstration: Consistently demonstrate the value of our solutions through regular business reviews, performance metrics, and ROI analysis
• Product Expertise: Develop a deep understanding of our SaaS Kubernetes platform and its applications, staying current with the latest features and industry trends
• Support Coordination: Collaborate with the support team to ensure customer issues are resolved quickly and effectively
• You will work with cutting-edge technology in the rapidly evolving Kubernetes ecosystem. You will have numerous opportunities for professional development and career advancement

• We usually respond within a week