Customer Success Manager - Enterprise | East at BetterCloud
BetterCloud is the first SaaS Operations Management platform, empowering IT and security teams to define, remediate, and enforce management and security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, threat remediation, and fully-automated policy enforcement. Which is why CB Insights and the New York Times named BetterCloud as one of “50 Future Unicorns” in 2019. BetterCloud is located in New York City, San Francisco, and Atlanta, GA.
BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. In this role, you will be working with our Mid-market and Enterprise customers. Starting with customer onboarding 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.
- Experience working with Executive and C-Level teams
- Manage a portfolio of 40-50 Enterprise customer accounts with complex needs
- Experience as a program manager, orchestrating the appropriate internal resources to help ensure your customers are achieving their goals through the partnership
- Build and maintain appropriate relationships at all levels with your customer accounts, creating a premium and high-caliber experience
- Proactive, value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
- Identify areas for improvement in the customer experience, both in our product and processes
- Deeply committed to customer satisfaction and happiness
- Analytical both quantitatively and qualitatively
- Expert at juggling competing demands and managing limited time
- Team-oriented, but eager to act aggressively to get things done for customers
- Passionate about building a great company and a great product
- 3+ years of account management, customer success or consultancy experience
- Experience in SaaS is a major plus
- Gainsight or Customer Success software experience a plus
- Develop and manage key programs to drive adoption within Enterprise Accounts
- Gather and present product feedback and feature requests to appropriate teams within BetterCloud.
- Build deep, long-lasting relationships with our customers that help deliver BetterClouds world class customer experience.
- Consult regularly with clients to fully understand their needs and actively solve their pain points.
- Proactively engage with the customer to ensure value through program management
- 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.
- Negotiate and renew current customer subscriptions.
- Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience.
Compensation | Benefits
- Competitive salary
- Full benefits package
- Stock options
- Career growth with an industry innovator
BetterCloud is an Equal Opportunity Employer, including disabled and vets.