BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.

Requirements

Experience working with Mid-Market to Enterprise organizations
Manage a portfolio of 15-25 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
Committed to customer satisfaction and happiness as measured by NPS
Expert at juggling competing demands and managing limited time
Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
Hardworking, driven, self-motivated and solutions oriented
Passionate about technology and building a great company and a great product

Preferred Qualifications

4+ years of customer success or consultancy experience
Experience in SaaS
Experience with Customer Relationship Management (CRM) software such as Salesforce
Awareness of best-in-breed SaaS-based technology

Responsibilities

Develop and manage key programs to drive adoption within Corporate Accounts
Gather and present product feedback and feature requests to appropriate teams within BetterCloud
Consult regularly with clients to fully understand their needs and actively solve their pain points
Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
Monitor customer health to be ahead of problems and continually drive product adoption
Partner with internal teams specifically sales and renewals

Salary:

Salary Range: $150K -180K OTE

This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range. The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.

Compensation | Benefits

Competitive base salary
Full benefits package
Stock options
Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

BetterCloud

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Senior Customer Success Manager