We've got a client looking for CSM's to join their team and pioneer how they onboard customers and make them successful. This role plays an integral role in the success of our client by nurturing growing accounts and building long term relationships that result in thriving businesses and happy teams. You'll help steer customers towards seamless implementation, usage and adoption of our client's platform that is used by a wide range of customer profiles from the S in SMB to the Enterprise.
WHAT YOU’LL DO
Answer customer inquiries and help train users over email, telephone and in person
Breakdown customer work flows and habits and map them to the product; identify and anticipate problems before the customer knows they exist
Complement the sales process by leading webinars and building relationships with target customers
Be the voice of the customers with the product and engineering teams; gather, prioritize and communicate feedback and feature requests
Navigate C-Level conversations as a component of their customer success strategy
Be comfortable with early-stage chaos and ambiguity, the scope of this role will change continuously as our business evolves
WHAT THEY ARE LOOKING FOR
2- 3+ years as a Customer Success Manager within a fast-growing SaaS technology company (or in a similar customer facing role)
Experience architecting process and defining success strategy
Track record of deploying a consultative and solution-oriented approach for your customers
Exceptional oral and written communication skills for preparing and presenting customer materials
BONUS POINTS FOR
Experience working with technical customers
Upsell and renewal management experience
Jul 17, 2018
Full time
We've got a client looking for CSM's to join their team and pioneer how they onboard customers and make them successful. This role plays an integral role in the success of our client by nurturing growing accounts and building long term relationships that result in thriving businesses and happy teams. You'll help steer customers towards seamless implementation, usage and adoption of our client's platform that is used by a wide range of customer profiles from the S in SMB to the Enterprise.
WHAT YOU’LL DO
Answer customer inquiries and help train users over email, telephone and in person
Breakdown customer work flows and habits and map them to the product; identify and anticipate problems before the customer knows they exist
Complement the sales process by leading webinars and building relationships with target customers
Be the voice of the customers with the product and engineering teams; gather, prioritize and communicate feedback and feature requests
Navigate C-Level conversations as a component of their customer success strategy
Be comfortable with early-stage chaos and ambiguity, the scope of this role will change continuously as our business evolves
WHAT THEY ARE LOOKING FOR
2- 3+ years as a Customer Success Manager within a fast-growing SaaS technology company (or in a similar customer facing role)
Experience architecting process and defining success strategy
Track record of deploying a consultative and solution-oriented approach for your customers
Exceptional oral and written communication skills for preparing and presenting customer materials
BONUS POINTS FOR
Experience working with technical customers
Upsell and renewal management experience
Our client, a developer and leading provider of remote monitoring, video analytics, and predictive diagnostic solutions for high-value assets is seeking smart, passionate and collaborative individuals to join their Customer Success team. The ideal candidates are passionate about optimizing the value customers gain from investing in technology solutions. This role is about maximizing business development opportunities within existing customer relationships and expanding a solution footprint within the customer organization.
The role is responsible for:
Accountable for nurturing the customer relationship and overall account health post sales acquisition
A steward of the customer relationship leveraging an internal cross functional team consisting of Marketing, Sales, Product, and engineering
The ability to effectively articulate the competitive advantage the platform, products and services provide to solve business challenges
Provide ongoing customer onboarding of the System
Drive usage and adoption of products and services across the customer organization through educating stakeholders on how to maximize the value of their investment
Develop Customer Journey Roadmaps using data to inform and recommend Customer Success strategies to continuously improve the customer experience
Facilitate at a minimum a quarterly Executive Business Review to review goals, progress, and opportunities with customer.
Leverage stakeholder relationships to mitigate churn, secure renewals and additional orders, and achieve a positive Net Promoter Score
What else can you expect?
Salary ranges are commensurate with experience and they offer a comprehensive benefits package. Our client believes in supporting total health for our employees to include physical, financial, occupational, mental and social. At a high level, their benefits include:
Company funded 401k contribution on day 1
Financial planning assistance
Casual dress
Professional development (training, certification)
Company sponsored social and community service opportunities
Generous Paid Time Off and Holidays
Medical, Dental, Vision, STD, LTD
What you'll need?
Bachelor’s degree required, advanced degree preferred
5 years+ experience in a business-to-business client facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales)
Understand the SaaS business model and experience delivering and implementing SaaS solutions for enterprise customers
Proven results meeting revenue or profitability growth targets and expanding business within existing clients
Demonstrated experience and success working with internal cross-functional teams
Strong presentation, meeting facilitation, and written communication skills
Strong technical skills, SalesForce experience or a similar tool, and a proven ability to develop a deep understanding of a complex product
Proven organizational and analytical skills
Jul 09, 2018
Full time
Our client, a developer and leading provider of remote monitoring, video analytics, and predictive diagnostic solutions for high-value assets is seeking smart, passionate and collaborative individuals to join their Customer Success team. The ideal candidates are passionate about optimizing the value customers gain from investing in technology solutions. This role is about maximizing business development opportunities within existing customer relationships and expanding a solution footprint within the customer organization.
The role is responsible for:
Accountable for nurturing the customer relationship and overall account health post sales acquisition
A steward of the customer relationship leveraging an internal cross functional team consisting of Marketing, Sales, Product, and engineering
The ability to effectively articulate the competitive advantage the platform, products and services provide to solve business challenges
Provide ongoing customer onboarding of the System
Drive usage and adoption of products and services across the customer organization through educating stakeholders on how to maximize the value of their investment
Develop Customer Journey Roadmaps using data to inform and recommend Customer Success strategies to continuously improve the customer experience
Facilitate at a minimum a quarterly Executive Business Review to review goals, progress, and opportunities with customer.
Leverage stakeholder relationships to mitigate churn, secure renewals and additional orders, and achieve a positive Net Promoter Score
What else can you expect?
Salary ranges are commensurate with experience and they offer a comprehensive benefits package. Our client believes in supporting total health for our employees to include physical, financial, occupational, mental and social. At a high level, their benefits include:
Company funded 401k contribution on day 1
Financial planning assistance
Casual dress
Professional development (training, certification)
Company sponsored social and community service opportunities
Generous Paid Time Off and Holidays
Medical, Dental, Vision, STD, LTD
What you'll need?
Bachelor’s degree required, advanced degree preferred
5 years+ experience in a business-to-business client facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales)
Understand the SaaS business model and experience delivering and implementing SaaS solutions for enterprise customers
Proven results meeting revenue or profitability growth targets and expanding business within existing clients
Demonstrated experience and success working with internal cross-functional teams
Strong presentation, meeting facilitation, and written communication skills
Strong technical skills, SalesForce experience or a similar tool, and a proven ability to develop a deep understanding of a complex product
Proven organizational and analytical skills
One of our clients, a leader in engineering and quality assurance solutions, is seeking a Customer Success Manager-Strategic Accounts. The Customer Success Manager (CSM)-Strategic Accounts will report to the Director Customer Success and be assigned to anywhere from 12-20 accounts comprising a $2M book of business. The CSM is responsible for ensuring customers get value from their platform, establishing deep and lasting customer relationships by providing customers with strategies for using solutions that align directly to the customers' larger business objectives and providing technical leadership.
As a CSM, you will develop strong relationships connecting with stakeholders to develop a strong understanding of business requirements and goals. Building on this knowledge, you will develop a strategic engagement plan for the account, facilitating the use of the solution as the customer transitions into new processes focused on development and testing. As the primary contact, you will manage ongoing relationship activities and ensure the long-term success of the account. This role is open to anyone in the US. Travel is encouraged (10%-15%) but not required.
Primary Responsibilities
Own overall relationship with assigned clients, which include, increasing adoption, ensuring retention, and overall satisfaction.
Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our clients' products and services.
Map out organizational hierarchies to uncover potential expansion opportunities.
Develop, prepare, and nurture customers for advocacy.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Advocate customer needs/issues cross-departmentally.
Program-manage account escalations.
Key Requirements
10+ years’ experience with Customer Success or key account Relationship Management increasing customer satisfaction, adoption, and retention.
Exceptionally strong customer orientation and proven ability to drive value of products and services with customers.
Familiarity working with strategically-important large enterprise clients.
Demonstrated ability to map out organizational hierarchies and leverage customer relationships for penetrating other areas of an organization to drive expansion opportunities
Impeccable written and verbal communication skills.
Detail orientation and a strong analytical mindset.
Strong team player coupled with a self-directed work style.
Prior success in a fast-paced, entrepreneurial environment requiring multi-tasking, frequent reprioritization and a strong sense of urgency.
Strong interest in technology and proficiency with MS Office suite.
Tenacious approach to collaboration, developing relationships, securing resources and seeking assistance to deliver results.
Experience being productive and effective working from a home-based office.
Jul 09, 2018
Full time
One of our clients, a leader in engineering and quality assurance solutions, is seeking a Customer Success Manager-Strategic Accounts. The Customer Success Manager (CSM)-Strategic Accounts will report to the Director Customer Success and be assigned to anywhere from 12-20 accounts comprising a $2M book of business. The CSM is responsible for ensuring customers get value from their platform, establishing deep and lasting customer relationships by providing customers with strategies for using solutions that align directly to the customers' larger business objectives and providing technical leadership.
As a CSM, you will develop strong relationships connecting with stakeholders to develop a strong understanding of business requirements and goals. Building on this knowledge, you will develop a strategic engagement plan for the account, facilitating the use of the solution as the customer transitions into new processes focused on development and testing. As the primary contact, you will manage ongoing relationship activities and ensure the long-term success of the account. This role is open to anyone in the US. Travel is encouraged (10%-15%) but not required.
Primary Responsibilities
Own overall relationship with assigned clients, which include, increasing adoption, ensuring retention, and overall satisfaction.
Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our clients' products and services.
Map out organizational hierarchies to uncover potential expansion opportunities.
Develop, prepare, and nurture customers for advocacy.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Advocate customer needs/issues cross-departmentally.
Program-manage account escalations.
Key Requirements
10+ years’ experience with Customer Success or key account Relationship Management increasing customer satisfaction, adoption, and retention.
Exceptionally strong customer orientation and proven ability to drive value of products and services with customers.
Familiarity working with strategically-important large enterprise clients.
Demonstrated ability to map out organizational hierarchies and leverage customer relationships for penetrating other areas of an organization to drive expansion opportunities
Impeccable written and verbal communication skills.
Detail orientation and a strong analytical mindset.
Strong team player coupled with a self-directed work style.
Prior success in a fast-paced, entrepreneurial environment requiring multi-tasking, frequent reprioritization and a strong sense of urgency.
Strong interest in technology and proficiency with MS Office suite.
Tenacious approach to collaboration, developing relationships, securing resources and seeking assistance to deliver results.
Experience being productive and effective working from a home-based office.
We're looking for someone who will love our customers as much as we do! We have some of the coolest startups on the planet using us ( no, really! ), and it's important we give some of our larger ones an customized experience that's as great as they are. So, we're looking for someone who's energetic, engaging and empathetic to join our growing team. Companies invest thousands of hours building their APIs but spend almost no time showing people how to use them. With ReadMe, companies have all the tools they need to quickly create a beautiful Developer Experience around their APIs. Gone are the days of endless pages of static text tutorials and PDF diagrams. ReadMe helps deliver a beautifully interactive documentation experience that gives developers exactly what they need to quickly build integrations. The Customer Success Manager is a perfect role for someone who has some technical expertise or interest, and wants to stay close to customers at a fast-moving startup. Do you have a knack for explaining concepts? Do you want to work closely with big-name companies to provide expert advice and solve some of their toughest problems? Do you get excited about things like defining culture and process? Can you effortlessly put people at ease and make them happy? If so, you ‘re the person we’re looking for! What you’ll do:
Own the ultimate success of our larger customers, ensuring they realize the full value of the ReadMe platform
Work with our customer support team and sales team to identify clients who need a dash of extra attention
Help our customers follow best practices to get the most from ReadMe (and, help define what those best practices are!)
Drive product adoption and ongoing usage of ReadMe, while delivering customer happiness
Become an expert on the ReadMe platform and integrations, while keeping up with industry trends in developer experience and APIs
You’re a great fit if you…
You love developers!
You prioritize customer experience with a focus on customer happiness and retention
You drive to understand clients’ business goals, anticipate future needs and identify solutions
You have aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
You’re resourceful - might not have all the answers, but you know how to find them
Bonus points:
2+ years of consultant, account management, customer success or sales experience at an enterprise level
Experience understanding enterprise customer needs and translating them into achievable goals
Passionate about supporting and transforming customers’ experience
Technical and programming language experience a plus, but definitely not required
Aug 14, 2018
Full time
We're looking for someone who will love our customers as much as we do! We have some of the coolest startups on the planet using us ( no, really! ), and it's important we give some of our larger ones an customized experience that's as great as they are. So, we're looking for someone who's energetic, engaging and empathetic to join our growing team. Companies invest thousands of hours building their APIs but spend almost no time showing people how to use them. With ReadMe, companies have all the tools they need to quickly create a beautiful Developer Experience around their APIs. Gone are the days of endless pages of static text tutorials and PDF diagrams. ReadMe helps deliver a beautifully interactive documentation experience that gives developers exactly what they need to quickly build integrations. The Customer Success Manager is a perfect role for someone who has some technical expertise or interest, and wants to stay close to customers at a fast-moving startup. Do you have a knack for explaining concepts? Do you want to work closely with big-name companies to provide expert advice and solve some of their toughest problems? Do you get excited about things like defining culture and process? Can you effortlessly put people at ease and make them happy? If so, you ‘re the person we’re looking for! What you’ll do:
Own the ultimate success of our larger customers, ensuring they realize the full value of the ReadMe platform
Work with our customer support team and sales team to identify clients who need a dash of extra attention
Help our customers follow best practices to get the most from ReadMe (and, help define what those best practices are!)
Drive product adoption and ongoing usage of ReadMe, while delivering customer happiness
Become an expert on the ReadMe platform and integrations, while keeping up with industry trends in developer experience and APIs
You’re a great fit if you…
You love developers!
You prioritize customer experience with a focus on customer happiness and retention
You drive to understand clients’ business goals, anticipate future needs and identify solutions
You have aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
You’re resourceful - might not have all the answers, but you know how to find them
Bonus points:
2+ years of consultant, account management, customer success or sales experience at an enterprise level
Experience understanding enterprise customer needs and translating them into achievable goals
Passionate about supporting and transforming customers’ experience
Technical and programming language experience a plus, but definitely not required
Firmwater has a consistent track record of providing 5-star Customer Service. Our customer base is growing and we’re looking for the right person to join our team. This is a ground floor opportunity for you to shape the role and take Firmwater to the next level. Is this you? If so, let’s talk about joining our team in downtown Toronto’s west side.
About Firmwater
Firmwater is a niche learning management system provider focused on enabling organizations to sell and deliver e-learning courses to their customers. Firmwater’s customers are mainly in the USA and Canada, but our presence is growing internationally with customers in Australia, New Zealand, UK, and Europe.
Responsibilities
Become an expert on the Firmwater LMS administrative features, reports and services, and use this expertise to help Firmwater’s customers get the most out of the product.
You’ll be involved both pre- and post-sales, building and strengthening customer relationships through quality interaction.
Support customers throughout all phases of the deployment of Firmwater LMS from initial configuration and setup through to providing ongoing support as the customer grows their community.
Understand and assess client business objectives and configure the LMS accordingly.
Help new clients get acquainted with relevant features of the LMS so that they can independently administer their LMS account.
Help customers make the most effective use our service by sharing best practices and proactively advising customers on how to achieve their goals.
Act as the user advocate to ensure customer needs are met and exceeded.
Manage cases, coordinating with other team members when assistance required
Skills and Experience
Strong communication skills with a knack for being able to effectively communicate complex and technical concepts understandably to non-technical users.
You enjoy writing and have a passion for the written word. Email, case updates, blog posts,
website articles, tweets and posts to social media are the tools of your trade.
Familiarity with Salesforce, Pardot, and Hootsuite and/or other sales and marketing software.
A clear and intelligible telephone voice in English.
Computer technology savvy. Our customers use Firmwater LMS with many other tools and technologies and we have integration with Shopify to enable e-commerce. Being able to grasp how this technology suite works together and having the analytical skills to figure out how to debug issues is essential.
You take the initiative to learn new tools and technologies as required to solve problems encountered.
You are self-motivated and able to manage your time in an environment that may have competing demands. You are independently able to work in an organized manner, keeping track of promises, working with the members of the Firmwater team to ensure we meet or exceed customer expectations.
Able to effectively create professional communications using a variety of tools.
Previous experience working in a customer service role.
College diploma or university degree.
Nice to have:
Basic knowledge and understanding of e-learning technologies and standards such as SCORM 1.2 and 2004, AICC, xAPI, etc.
Knowledge and understanding of e-learning authoring tools such as Articulate Presenter Storyline, Adobe Captivate, Lectora, and other similar tools.
Being able to speak or write in another language such as French, German, and/or Spanish.
Compensation
Full time one-year contract (maternity leave coverage) with the possibility of turning into permanent employment or transitioning into a different role.
Competitive salary commensurate with your experience.
How to Apply
To apply for this position, submit your resume and letter of application by email to:
careers2018@firmwater.com with “Customer Success Specialist” as the subject line.
Only those who are considered for the position will be contacted. Thank you to all who apply.
Note: This position is open to applicants only. Agencies need not apply.
Aug 14, 2018
Full time
Firmwater has a consistent track record of providing 5-star Customer Service. Our customer base is growing and we’re looking for the right person to join our team. This is a ground floor opportunity for you to shape the role and take Firmwater to the next level. Is this you? If so, let’s talk about joining our team in downtown Toronto’s west side.
About Firmwater
Firmwater is a niche learning management system provider focused on enabling organizations to sell and deliver e-learning courses to their customers. Firmwater’s customers are mainly in the USA and Canada, but our presence is growing internationally with customers in Australia, New Zealand, UK, and Europe.
Responsibilities
Become an expert on the Firmwater LMS administrative features, reports and services, and use this expertise to help Firmwater’s customers get the most out of the product.
You’ll be involved both pre- and post-sales, building and strengthening customer relationships through quality interaction.
Support customers throughout all phases of the deployment of Firmwater LMS from initial configuration and setup through to providing ongoing support as the customer grows their community.
Understand and assess client business objectives and configure the LMS accordingly.
Help new clients get acquainted with relevant features of the LMS so that they can independently administer their LMS account.
Help customers make the most effective use our service by sharing best practices and proactively advising customers on how to achieve their goals.
Act as the user advocate to ensure customer needs are met and exceeded.
Manage cases, coordinating with other team members when assistance required
Skills and Experience
Strong communication skills with a knack for being able to effectively communicate complex and technical concepts understandably to non-technical users.
You enjoy writing and have a passion for the written word. Email, case updates, blog posts,
website articles, tweets and posts to social media are the tools of your trade.
Familiarity with Salesforce, Pardot, and Hootsuite and/or other sales and marketing software.
A clear and intelligible telephone voice in English.
Computer technology savvy. Our customers use Firmwater LMS with many other tools and technologies and we have integration with Shopify to enable e-commerce. Being able to grasp how this technology suite works together and having the analytical skills to figure out how to debug issues is essential.
You take the initiative to learn new tools and technologies as required to solve problems encountered.
You are self-motivated and able to manage your time in an environment that may have competing demands. You are independently able to work in an organized manner, keeping track of promises, working with the members of the Firmwater team to ensure we meet or exceed customer expectations.
Able to effectively create professional communications using a variety of tools.
Previous experience working in a customer service role.
College diploma or university degree.
Nice to have:
Basic knowledge and understanding of e-learning technologies and standards such as SCORM 1.2 and 2004, AICC, xAPI, etc.
Knowledge and understanding of e-learning authoring tools such as Articulate Presenter Storyline, Adobe Captivate, Lectora, and other similar tools.
Being able to speak or write in another language such as French, German, and/or Spanish.
Compensation
Full time one-year contract (maternity leave coverage) with the possibility of turning into permanent employment or transitioning into a different role.
Competitive salary commensurate with your experience.
How to Apply
To apply for this position, submit your resume and letter of application by email to:
careers2018@firmwater.com with “Customer Success Specialist” as the subject line.
Only those who are considered for the position will be contacted. Thank you to all who apply.
Note: This position is open to applicants only. Agencies need not apply.
About Us
MindTickle is the world’s leading sales enablement and readiness platform. We give organizations the power to ramp new reps faster, coach them effectively, keep sales organizations up-to-date, and create a culture of sales excellence. MindTickle has a world-class Product organization that is moving at the speed of light. Our many awards include the 2017 Stevie Award for Best New Sales Product.
MindTickle customers include some of the world’s leading companies like AppDynamics, Cloudera, HPE, Symantec, and Nutanix. MindTickle is a global, privately-held company with offices in San Francisco, Sunnyvale, and Pune. Our investors include NEA, Accel Partners, and Canaan Partners.
We are in a hyper-growth phase of our journey and are looking for an experienced customer success leader to help guide the team. We are looking for bright, curious, customer-focused consultants who are motivated by helping customers achieve success. This position provides the opportunity to work with some of the smartest individuals from both MindTickle and our customers, who work in fast-growing companies across a variety of industries.
Role & Responsibilities
Customer Success is a critical revenue arm at MindTickle. CSMs are the keepers of our client partnerships, ensuring our customers realize value every single day. They are the primary contact for accounts post-sale and are responsible for the overall success and renewal of assigned accounts.
As a Director of Customer Success, you would own a portfolio of accounts and manage them through a team of Customer Success Managers. Retention and building champions (who evangelize MindTickle and provide references) are the two major performance parameters for the Customer Success Org. You would report directly into VP of Customer Success and work alongside them on strategic initiatives such as customer/team segmentation, segment performance, retention/churn forecasting etc.
Specific responsibilities include:
Managing a team of Customer Success Managers (CSMs). Own Renewals and Customer referenceability/evangelization.
Provide ongoing guidance and consultancy to CSMs on a day-to-day basis - reviewing account health, stakeholder management, risk mitigation, expansion opportunities etc.
Conduct performance reviews with CSMs.
Support CSMs with key QBRs and EBRs, which focus on outcomes, data insights, and value
Triaging unhealthy clients and developing success plans to bring them back to health.
Participate in, and/or conduct business reviews of Key accounts - activity, outcomes, data insights, and value.
Ongoing guidance and coaching of CSMs and Team Leads on: a) consulting and advisory skills b) ability to use data-driven approach to understanding and showcasing impact and value to clients c) nurturing relationships with senior stakeholders and internal champions
Support CSMs in their efforts to expand our relationships with senior-level stakeholders to understand their business needs and desired outcomes, and to showcase the impact of MindTickle on their strategic initiatives.
Nurturing and supporting MindTickle champions who will serve as references and advocates.
Provide MindTickle leadership with a) accurate forecasts of customer and revenue retention b) regular reporting on revenue and portfolio health
Assisting with internal branding, awareness, and showcasing of value. This includes collaborating with CSMs on writing quarterly success stories for each account.
Work with other leaders within the Customer Success Org (Professional Services, Tech Support, Customer Enablement) and other teams (Sales, Product etc) to maximize Customer Lifetime Value
Support CSMs as they work alongside Sales to identify and drive expansion opportunities.
Evaluate and improve internal processes, performance metrics, systems and tools
Qualifications
2-4 years of experience in managing Customer Success/Account Management teams with a multi-million-dollar portfolio in SaaS.
3-6 years of Customer Success/Account Management experience supporting a SaaS enterprise platform with Fortune 100 customers
Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)
Track record of proactively identifying problems and resolving them before they escalate
Experience as an advanced user on a robust, SaaS-based enterprise software platform
Superior communicator with excellent writing and verbal communication skills
Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant
Hungry and humble with a low ego, and willing to do whatever it takes to succeed
Personable and collaborative with a track record of working successfully across teams
Sales enablement or sales technology experience is a very big plus
Jul 30, 2018
Full time
About Us
MindTickle is the world’s leading sales enablement and readiness platform. We give organizations the power to ramp new reps faster, coach them effectively, keep sales organizations up-to-date, and create a culture of sales excellence. MindTickle has a world-class Product organization that is moving at the speed of light. Our many awards include the 2017 Stevie Award for Best New Sales Product.
MindTickle customers include some of the world’s leading companies like AppDynamics, Cloudera, HPE, Symantec, and Nutanix. MindTickle is a global, privately-held company with offices in San Francisco, Sunnyvale, and Pune. Our investors include NEA, Accel Partners, and Canaan Partners.
We are in a hyper-growth phase of our journey and are looking for an experienced customer success leader to help guide the team. We are looking for bright, curious, customer-focused consultants who are motivated by helping customers achieve success. This position provides the opportunity to work with some of the smartest individuals from both MindTickle and our customers, who work in fast-growing companies across a variety of industries.
Role & Responsibilities
Customer Success is a critical revenue arm at MindTickle. CSMs are the keepers of our client partnerships, ensuring our customers realize value every single day. They are the primary contact for accounts post-sale and are responsible for the overall success and renewal of assigned accounts.
As a Director of Customer Success, you would own a portfolio of accounts and manage them through a team of Customer Success Managers. Retention and building champions (who evangelize MindTickle and provide references) are the two major performance parameters for the Customer Success Org. You would report directly into VP of Customer Success and work alongside them on strategic initiatives such as customer/team segmentation, segment performance, retention/churn forecasting etc.
Specific responsibilities include:
Managing a team of Customer Success Managers (CSMs). Own Renewals and Customer referenceability/evangelization.
Provide ongoing guidance and consultancy to CSMs on a day-to-day basis - reviewing account health, stakeholder management, risk mitigation, expansion opportunities etc.
Conduct performance reviews with CSMs.
Support CSMs with key QBRs and EBRs, which focus on outcomes, data insights, and value
Triaging unhealthy clients and developing success plans to bring them back to health.
Participate in, and/or conduct business reviews of Key accounts - activity, outcomes, data insights, and value.
Ongoing guidance and coaching of CSMs and Team Leads on: a) consulting and advisory skills b) ability to use data-driven approach to understanding and showcasing impact and value to clients c) nurturing relationships with senior stakeholders and internal champions
Support CSMs in their efforts to expand our relationships with senior-level stakeholders to understand their business needs and desired outcomes, and to showcase the impact of MindTickle on their strategic initiatives.
Nurturing and supporting MindTickle champions who will serve as references and advocates.
Provide MindTickle leadership with a) accurate forecasts of customer and revenue retention b) regular reporting on revenue and portfolio health
Assisting with internal branding, awareness, and showcasing of value. This includes collaborating with CSMs on writing quarterly success stories for each account.
Work with other leaders within the Customer Success Org (Professional Services, Tech Support, Customer Enablement) and other teams (Sales, Product etc) to maximize Customer Lifetime Value
Support CSMs as they work alongside Sales to identify and drive expansion opportunities.
Evaluate and improve internal processes, performance metrics, systems and tools
Qualifications
2-4 years of experience in managing Customer Success/Account Management teams with a multi-million-dollar portfolio in SaaS.
3-6 years of Customer Success/Account Management experience supporting a SaaS enterprise platform with Fortune 100 customers
Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)
Track record of proactively identifying problems and resolving them before they escalate
Experience as an advanced user on a robust, SaaS-based enterprise software platform
Superior communicator with excellent writing and verbal communication skills
Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant
Hungry and humble with a low ego, and willing to do whatever it takes to succeed
Personable and collaborative with a track record of working successfully across teams
Sales enablement or sales technology experience is a very big plus
