Customer Success Manager, Connectbase
EMEA Region
Go-to-market platform for the connectivity industry
Job no longer available
Go-to-market platform for the connectivity industry
101-200 employees
Job no longer available
101-200 employees
Company mission
To deliver trusted location-based insights that feed cutting-edge applications used by industry buyers.
Role
Who you are
- 4-year bachelor’s degree or commensurate work experience
- 5+ years of customer-facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business
- Ability to communicate effectively about the technical product offerings
- Ability to effectively communicate with customers (and internal team members) at all levels of an organization that includes up to C level contacts
- Strong program and project management skills; able to handle multiple priorities simultaneously, often against compressed timelines
- Ability to professionally handle challenging situations
- Experience in network & communications space helpful, but not required
- Naturally curious
- Innate ability to learn
- Able to turn feedback into action
- Dually autonomous and collaborative
- Empowers those around them
What the job involves
- As a Customer Success Manager (CSM) at Connectbase, you will play a crucial role in ensuring our customers achieve their desired outcomes with our products and services
- Your primary responsibility will be to act as a customer advocate, listening to their needs, building strong relationships, and ensuring they feel valued
- You will guide new customers through the onboarding process, helping them become familiar with our products, and addressing their questions and concerns promptly
- Building and maintaining solid relationships with customers will be key, requiring you to respond quickly to follow-up communications and facilitate connections with customers and support pods for a seamless implementation experience
- In addition to nurturing relationships, you will be responsible for reducing customer churn by demonstrating the value of our products and identifying and addressing signs of dissatisfaction
- You will also identify opportunities for upselling and cross-selling, engaging with customers to understand their needs and suggesting relevant connections, products, or services
- Your role will involve managing and enhancing the overall Customer Success Strategy, understanding and implementing connections strategies, and overseeing the onboarding process for new customers
- You will be responsible for ensuring client requests are represented with tickets, engaging and exciting teams with analytics, driving meaningful meeting agendas, following up on action items, mastering release notes and new capabilities, and maintaining a deep understanding of our core platform
- Additionally, you will serve as the conduit for product use cases and escalation awareness, ensuring you stay updated on platform challenges impacting your customers
- Customer Success Strategy: Is responsible for the management and continual enhancement of the overall Customer Success Strategy with a goal of understanding current use cases within an organization (maximizing use of features and capabilities), and potential use cases for expansion and adoption of our platform capabilities
- Connections Strategy: Is responsible for understanding the overall connections strategy for each customer within the portfolio. What are the number of connections sought? Why? Who are the ideal candidates? Can partner with the Configuration team about strategy drivers to ensure optimal configuration outcome
- Dashboard Management: Ensures all work is represented by tickets to ensure Customer Dashboards display a complete picture of requests and opportunities
- Understand customer demand and ensure it is represented and interpreted in a meaningful way using our analytics suite
- Own Meeting Agenda and Follow-up: Is the driver of all meetings. Will create and distribute meeting agenda before all meetings in accordance with process requirements
- Will drive agenda throughout meeting. Is responsible for creating and distributing meeting summary post meeting according to SLA. Responsible for identifying all action items and proactively driving resolution
- Will call the necessary internal meetings a/o standups to highlight and drive resolution
- Release Note and New Capability Mastery: Will review and understand the contents of Release Notes prior to planned release such that the CSM is the point of knowledge for the customer
- Will identify areas that are of great value to individual customers within their own portfolio and will guide the customers understanding of release content that is impactful to current and future use cases
- Product Knowledge: Understands the high-level elements of the 4 core platform elements: (1) Quote to Order; (2) APIs; (3) Data and Analytics; (4) The Connected World Platform
- Will be able to convey knowledge clearly and succinctly on the value prop of each, especially as relates to customers within their portfolio
- Escalation Awareness: Is responsible for monitoring key alerting systems (Critical Escalation Slack Channel/ Support Channel/ etc.) to ensure always up to date on platform challenges impacting customers within their portfolio
- Process Self-Sufficiency: Is proficient with all workflows within the Confluence "How to Guide" and can follow the workflows in a self-sufficient manner
Our take
Connectbase aims to transform the buying and selling of network connectivity with location-based insights and automation. Its platform, The Connected World, empowers users to increase the efficacy of their buying and selling, by reducing their reliance on poor data and slow manual processes.
Targeting a problem that is costing organizations billions of dollars per year, Connectbase has seen significant growth, and secured clients including Spectrum, Cox, Granite and MetTel. Originally known as Connected2Fiber, the company rebranded in 2022 to reflect its expanding network connectivity options.
The Connected World platform now serves hundreds of providers, managing over 2.5 billion locations across the globe. In 2023, Connectbase acquired LastMileXchange, a provider of cloud-based access pricing tools, which expanded its global API ecosystem. And, in the same year, it secured funding for growth and market expansion.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Oct 2022
$20.9m
LATE VC
Mar 2021
$12m
SERIES B
Total funding: $47.6m
Company benefits
- Paid Medical, Dental and Vision Insurance
- Stock Options
- Unlimited PTO & Remote Work Flexibility
- 401K
- Significant Growth Opportunities
Company HQ
Westborough, Westborough, MA
Leadership
Ben Edmond
(Founder & CEO)Former Member of the Board of Advisors at USA FIBER, CRO at Global Capacity, and President of Sales and Marketing at FiberLight.
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