Senior Manager of Customer Success, Flexera
More information about location
IT management solutions
Open for applications
IT management solutions
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To maximize the value of technology for the world's tech buyers and sellers.
Role
Who you are
- 3+ years of direct people management experience, including hiring, coaching, and performance management
- Proven ability to lead and develop high-performing teams in a customer success or similar environment
- Strong communication and stakeholder management skills
- Experience working with enterprise customers and driving value realization
What the job involves
- Reporting to the Senior Director of Solution Success, the Senior Manager of Customer Success will manage a team of ~7 Solution Success Managers.These individuals will be based in NAM and each have a dedicated portfolio of 10–20 customers each
- This is a vital role that requires strong management of a high-performing team focused on customer retention and customer growth. The team will have personal customer portfolios that will roll up to a team portfolio for the successful applicant
- Review all accounts in current portfolio covering risk status, value realization plans, and impact (Quarterly)
- Identify and discuss accounts to be added or removed from individual portfolio (Quarterly)
- Finalize portfolio changes with management and submit to commissions team (Quarterly)
- Maintain list and coverage plan of unassigned accounts (Weekly)
- Provide temporary coverage for accounts that are unassigned or SSM is on leave (As Needed)
- Act as a senior sponsor from Flexera into customer accounts, interacting with senior leaders within our customers
- Review and provide coaching in the creation and sharing of Value Realization (Weekly)
- Facilitate enablement and certification of team on Value Realization processes such as Outcome Workshops, Value Realization Plans, and Verified Outcomes (Monthly)
- Monitor Value Realization dashboard and action on missed KPIs (Weekly)
- Review weekly risk updates submitted in Gainsight and flag any accounts that require escalation or additional help (Weekly)
- Follow up on action items from weekly leadership risk review with Solution Success Managers (Weekly)
- Engage directly with high-risk accounts in collaboration with the Solution Success Managers (Weekly)
- Support annual budgeting process in partnership with Renewals (Bi-Yearly)
- Hold weekly O3s (1-2-1 meetings) with all direct reports to exchange feedback and discuss work and outcomes. In addition, support direct reports in creating personalized goals based on cascaded organizational targets
- Host regular team meetings and other spaces for collaboration, discussion, and feedback
- Maintain up-to-date documentation of processes and best practices in CS Book (internal reference site)
- Maintain close alignment and regular communication with internal stakeholders such as Sales, Professional Services, Support, and Renewals
- Communicate Solution Success org changes (accounts, staffing, processes, priorities) to the rest of Flexera
- Review and approve requests for training, certification, and professional development based on budgets/justification
- Complete annual reviews for merit and promotion recommendations
Our take
Flexera is an IT solutions company for businesses looking to maximize the potential of their technology investments. Spun out of legacy company InstallShield dating back to 1987 and its leading software product Flexnet Manager, Flexera offers a range of solutions including IT asset management, IT visibility, and cloud migration.
It’s the latter that in the present day seems to be the most popular product from not only Flexera, but competitors too. Flexera was cited in the summer 2022 by Information Services Group as a global leader in hyperconverge infrastructure solutions (HCI) systems, that uses cloud computing as a basis for its build.
The company has been a shapeshifting entity on the market for decades now, with a flexible range of services that in 2023 include the Flexera One FinOps, a solution for the strengthening of cloud central teams. Flexera also saw a buyout by private equity firm Thoma Bravo to the sum of $2.9 billion in 2020. And since then has gone on acquisition spree of its own. Now the company boasts 50,00 customers worldwide and has offices across the globe.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2013
$15.6m
SERIES D
Sep 2010
$25m
SERIES C
Total funding: $62.1m
Company benefits
- Competitive pay
- Retirement and employee investment program
- Health and wellbeing
- Student loan debt relief and tuition reimbursement
- Competitive time off, hybrid work and new-parent support
- Connection through ERGs, giving and celebration
Company HQ
Addison Township, Itasca, IL
Leadership
Jim Ryan
(CEO & President)Jim has been at Flexera since 1998, joining the team as a Senior VP of International Sales & Operations. Since then. he has held a number of roles, becoming CEO in 2016. He is also the co-founder of the Do Great Thing Initiative.
Elizabeth Lages
(Chief People and Culture Officer)El joined Flexera in 2004 as a VP of Telebusiness and Channel Sales (North America), since then she has held a number of roles and became Chief People and CUlture Officer in 2021.
Chris B. Andersen
(CFO)Prior to joining FLexera in 2025, Chris served as the CFO at Acquia for 7 years. He was also a VP of Finance at Akamai Technologies for 6 years and a VP of Finance & Chief Accounting Officer at Progress Software for 1 year.
Becky Trevino
(CPO)Becky previously worked at Snow Software in Various VP Product roles until it was acquired by Flexera in 2024. Prior to this, she spent 6 years at Rackspace in various roles, including Senior Director of Product Marketing.
Brian Shannon
(CTO)Prior to joining Flexera in 2021, Brian was the VP of Platform Engineering at ServiceNow. He also held VP roles at GE HEalthcare and API Healthcare.
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