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Manager, Customer Success

| Greater NYC Area

BetterCloud is the first SaaS Operations Management Platform, empowering IT 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, quickly remediating threats, and fully automating policy enforcement.

We’re currently hiring a Manager, Customer Success  to help drive adoption, retention, and advocacy across the Corporate Book of Business to ensure our customers are getting a positive return on their investment and will continue investing in BetterCloud. In this role you will directly manage a team of Corporate Customer Success Managers (currently 4 individual contributors in NYC and actively hiring in 2019) You will coach, develop, and drive performance of the team.


Our ideal candidate will be comfortable acting as a player-coach with the ability to roll up their sleeves to ensure best in class client experience and satisfaction.


Qualifications: 

  • 3+ years of management/technology consulting, agency, or Customer Success Management experience in experimentation
  • 2+ years of leadership and people management experience
  • Ability to travel 10% of the time
  • Proven track record leading a successful CSM team in a growth-oriented environment
  • A strategic leader who is also fearless about execution and not afraid to dig into the details with the front-line team
  • An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business
  • Strong perspective rooted in past experience, paired with the willingness to listen carefully, explore new ideas, and coach
  • Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
  • Experience building and retaining best in class talent

Responsibilities:

  • Provide leadership sponsorship for all customer accounts and serve as the first point of escalation for the team
  • Assess, prioritize, and innovate new programs to ensure our customers are adopting the BetterCloud platform
  • Partner with stakeholders (sales, people operations, customer operations, marketing, services, education, support, etc.) to deliver on a seamless customer experience
  • Make timely decisions and implement strategies to drive customer success
  • Empowered to take accountability for team and team’s results
  • Partner with the CSM leadership team to develop team processes and procedures
  • Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience

Compensation | Benefits:

  • Competitive salary
  • Full benefits package
  • Stock Options
  • Career growth working closely with VP of Customer Success

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

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks

Location

We're in the heart of Chelsea where theres lots of great lunch and happy hour spots! Plus, the office is near tons of subways and Penn Station.

What are BetterCloud Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Competitive salary + full benefits package, stock options, 401K, stocked kitchen, high end tech tools, team outings and more!

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