Customer Success Manager

Confidential Company  •  San Jose, CA

11 - 15 years experience  •  Technology

$161K - $173K
Posted on 06/06/18 by Jon Harnett
Confidential Company
San Jose, CA
11 - 15 years experience
$161K - $173K
Posted on 06/06/18 Jon Harnett
  • Job DescriptionReports to VP of Sales
  • Lead a Customer Success Management (CSM) team to meet its engagement, satisfaction, retention and expansion goals
  • Lead transformation of the team from a re-active, transaction centric model to a pro-active, partnership centric model
  • Directly manage customer success representatives as well as matrixed resources
  • Collaborate with marketing, support, sales, product management, engineering to:
  • Develop and executed engagement campaigns that facilitate awareness of latest capabilities, expansion of use cases and adoption within customer accounts.
  • Continually improving the intra group processes to enhance the journey of a customer through their DevOps transformation
  • Develop strategic relationship with executives at strategic accounts to enable partnership on business outcomes
  • Foster customer relationships in an effort to:
  • Gain public references and case studies
  • Gather metrics
  • Hire, motivate, retain and coach CSM reps and provide growth path


  • QualificationsBA/BS degree with minimum of 10 years of experience in enterprise software
  • Minimum 3years of experience as CSM leader with proven high customer retention record and expansion rate
  • Minimum 5years of experience as a CSM practitioner
  • Minimum 3years of experience in SaaS related business models and detailed knowledge of subscription metrics (ARR, net and gross retention, etc.)
  • Creative thinker and problem solver
  • Excellent verbal and written communication skills and be able to identify and respond to a wide range of customer needs.
  • Strong project management and organizational skills
  • Proficient in SFDC
  • Pro-active, hands on, self-starter who is energized by driving customer outcomes
  • Travel requirements: 25% to visit key and strategic accounts to develop executive level relationships

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