Customer Success Manager, Mid-Market

Direct Hire

CyberSearch

Customer Success Manager, Mid-Market (REMOTE)
Redwood City, CA 94065
Overview: 

The Mid-Market customer segment is our highest volume, fastest-growing customer base. As the Mid-Market CSM, you will be responsible for leading the charge on all proactive post-onboarding activities with this customer base, which include:

  • Be a world-class CSM to your Mid-Market portfolio of customers by having a strong understanding of Customer Success concepts, best practices, and execution strategies
  • Ensuring MM customers are continuously gaining business value from our platform using a combination of personal touch, digital communications, and self-serve resources where applicable. 
  • Engage and educate customers on functionalities and best practices by leveraging and conducting our 1 : Many Webinar Sessions
  • Managing risk and support escalations
  • Owning expansion quotas and ensuring high customer retention by working with and identifying executive sponsors to identify those opportunities
  • Advocate for your customers, delivering value across the entire lifecycle
  • Drive business outcomes and goals with your customers
  • Increase the value we deliver to their organization and goals
  • Partner with Customer Success Engineers to ensure proper technical integrations, where applicable
  • Be a thought leader and advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communications

Qualifications: 

  • Bachelor's Degree required
  • 3+ years of relevant work experience in customer-facing customer success or account management role managing a book of business > 50 accounts (SaaS experience preferred)
  • Proven track record in delivering great value to your customers
  • Self-motivation, proactive team player
  • Strong organization,  communication, problem solving, and interpersonal skills
  • Demonstrate engaging customer facing presentation skills
  • Diplomacy, tact, and poise when working through customer issues and escalations
  • Bachelor's Degree or higher in a related field
  • Ability to travel as needed for customer workshops and events
  Apply with Github   Apply with Linkedin   Apply with Indeed
  Stack Overflow