Egnyte

Sr. Customer Success Manager

Egnyte • $80K — $90K *
Mountain View, CA 94040In-Person
Enterprise Technology
Less than 5 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 3+ years in B2B SaaS account management or equivalent experience.
  • Proven ability to manage customer relationships successfully.
  • Experience in identifying and mitigating risks effectively.
  • Strong communication skills in writing, listening, and phone interactions.
  • Experience collaborating with multiple internal teams for quick issue resolution.
  • Previous experience in tech companies, especially with SaaS solutions.
  • Demonstrated capability to thrive in a dynamic, fast-paced environment.

Responsibilities

  • Become a product expert with a focus on both technical aspects and business applications.
  • Oversee the onboarding process for new customers to ensure successful product adoption.
  • Create strategic success plans that detail success factors, metrics, and potential challenges.
  • Conduct quarterly business reviews and discussions regarding the product roadmap.
  • Keep customers updated on any process and procedural changes.
  • Manage escalated customer issues to their resolution.
  • Foster strong relationships with Product Management and Engineering teams to address customer needs.

Benefits

  • Competitive salaries and comprehensive benefits package.
  • Flexible hours and generous Responsible Time Off (RTO) policy.
  • Paid holidays and sick leave.
  • 401(k) plan with company matching.
  • Health Savings Account (HSA) contributions and Flexible Spending Account (FSA) options.
  • Up to 12 weeks of paid Parental Leave and 10 weeks of Adoption Leave.
  • Modern office spaces in various locations including the US and Europe.
  • Reimbursement for gym, cell phone, and internet expenses.
  • Access to free well-being apps and Employee Assistance Program (EAP).
  • Discounted pet insurance, electronics, and travel perks.
  • Lifetime access to your personal Egnyte account and a benefits navigation app, HealthJoy.
  • One Medical virtual healthcare access nationwide.
Full Job Description
Description

SR CUSTOMER SUCCESS MANAGER I
REMOTE, US

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters in the AEC industry. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a "Customers for Life" environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success.

WHAT YOU'LL DO:
  • Become a product expert, including the technical workings and practical business application.
  • Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
  • Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
  • Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
  • Keep customers informed of process and procedural changes.
  • Manage the resolution of escalated customer issues.
  • Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
  • Travel expectations - 10%
  • Workplace Expectations on-site or off-site, depending on where you are located


YOUR QUALIFICATIONS:
  • Demonstrated success managing customer relationships in a B2B SaaS company
  • Demonstrated capability to identify and mitigate risk.
  • 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience.
  • Experience working across multiple internal teams to resolve customer issues quickly and effectively.
  • Previous experience with tech companies, specifically SaaS solutions, preferred.
  • Excellent communication skills (writing, listening, phone).
  • A team player capable of high performance and flexibility working in a dynamic environment.


COMPENSATION:
  • Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $80,000 - $90,000 annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.


BENEFITS:
  • Competitive salaries and comprehensive benefits
  • Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
  • Paid holidays and sick time
  • 401(k) with company match
  • Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
  • Up to 12wks of paid Parental and 10wks Adoption Leave to help you grow your family
  • Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
  • Gym, cell phone, and internet reimbursement
  • Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
  • Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
  • Your own Egnyte account with lifetime access
  • HealthJoy - a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
  • One Medical virtual care, providing you with healthcare access across the country


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About Egnyte

Egnyte is a cloud storage and collaboration company that provides businesses with secure file sharing and content governance capabilities. The company's platform integrates with popular productivity tools like Microsoft Office and Google Workspace, and offers features like data migration, backup and recovery, and content lifecycle management. Egnyte serves a variety of industries, including healthcare, financial services, and construction, and has over 16,000 customers worldwide. The company was founded in 2007 and is headquartered in Mountain View, California.
Learn more about Egnyte
Size
1,000 employees
Industry
Enterprise Technology
Founded
2007
* Ladders Estimates

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