Customer Success Manager, Xeneta

• Understand the DNA of what makes a customer tick, and 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
• Excellent English skills, written and oral
• Good negotiation skills and not afraid to take risks
• Customer obsessed mindset and strong appreciation for the 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 and 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
• You're a self-starter and adaptable. You thrive in a dynamic, fast-paced environment and are able to overcome ambiguity
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, customers and strategic partners
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats
• Ability to work across a broad range of functions internally and externally to deliver value to our customers
• Experience working with Salesforce and Gainsight

Desirable

• 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