Strategic Customer Success Manager (Remote, West Coast)
Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.
We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.
About the Role:
The Strategic Customer Success Manager (SCSM) will play a key role in driving customer success, retention, and expansion within our Enterprise accounts. SCSMs provide thought leadership and actionable recommendations to ensure customers take full advantage of the Confluent Portfolio and product capabilities.
What You Will Do:
Meet/exceed quarterly retention targets by proactively engaging with account teams across the portfolio and ensuring renewal activities are completed along with the sales team.
Identifying new use cases, building high level project plans, and helping manage those projects to successfully go live and produce consumption.
Proactively Identify areas of account risk and escalate internally to engage and garner pertinent resources across disciplines to document and execute a get-well plan for prompt resolution.
Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
Advocate for your customers and facilitate the engagement of other Confluent resources (e.g. Customer Operations, Customer Success, Sales, Sales Engineering, etc.) to ensure ongoing customer success.
Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluentâs solutions.
Drive cross functional programs and services across the existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent.
Meet and exceed touchpoint goals for existing customers to ensure proactive cadence (e.g. consistent communication, Quarterly Business Reviews, etc).
Deliver onsite presentations including Onboarding Guide, Quarterly Business Reviews, Roadmap Sessions, Consumption Reporting, etc. to an Executive audience to drive business value realization and alignment.
Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products through routine reports, presentations and outreach.
Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Confluent.
Work across the organization as the customers champion to advocate for their needs and ensure company alignment in support of existing account base.
Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals.
Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events.
What You Will Bring:
8+ years B2B experience in account management, sales or consulting role with proven results within global, high-growth, technology companies.
SaaS sales/support model experience with focus on Product-led and Consumption-based sales model.
Demonstrative track record of building executive level relationships internally and externally and producing key artifacts to aid in communications.
Advanced written and verbal communication skills and proven facilitation capabilities.
Project management understanding and experience desired; familiarity with project management tools, such as Asana.
Tableau, Salesforce, Gainsight and other reporting/customer experience tools and experiences are preferred/valued.
Come As You Are
At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.
At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $121,300 - $142,560, a competitive equity package and is also eligible for additional commission and/or bonus pay. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click HERE.
Click HERE to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.
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