Sr. Customer Success Manager - AEC
Description
SR CUSTOMER SUCCESS MANAGER - AEC
REMOTE – US
The Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic 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 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.
YOUR QUALIFICATIONS:
- Demonstrated success managing customer relationships with preference in AEC domain
- 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.
- Prior experience in AEC, life sciences, and financial services experience highly preferred.
- 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.
- Travel required (estimate 25%).
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 $75k - $95k 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.
- Competitive salaries and comprehensive benefits
- Company equity depending on role and level
- Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.
- Paid holidays and sick time
- 401(k) Retirement Plan (Traditional and Roth)
- Health Savings Account (HSA) and Employee Assistance Program (EAP)
- Paid Maternal, Paternal, and Adoption Leave to help you grow your family
- Modern and collaborative offices located in Spokane, WA; Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
- Gym, cell phone, and internet reimbursement
- Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.
- Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.
- Your own Egnyte account with lifetime access