Climb Channel Solutions NA

Customer Success Manager

Climb Channel Solutions NA

full-time

Posted on:

Location Type: Office

Location: United Kingdom

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Tech Stack

Cyber Security

About the role

  • Be the client advocate and product specialist for assigned customers.
  • Develop and implement scalable methods for communicating best practices to customers.
  • Identify at-risk accounts and take appropriate action and/or escalate as needed.
  • Conduct proactive outreach to anticipate customer needs, provide timely guidance, and strengthen engagement before issues arise.
  • Coordinate resources by identifying, updating, and organizing the necessary materials and support to ensure successful project execution.
  • Work with professional services, technical support, and regional sales teams to ensure smooth onboarding of new customers.
  • Regularly monitor customer health and communicate results with regional sales, support, and renewals teams.
  • Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders.
  • Work closely with customers on renewal during the Customer Journey for optimal retention.
  • Create direct relationships with sales teams to drive expansions.
  • Review client requests with technical support, product management, and regional sales teams and escalate as necessary.
  • Schedule and conduct regular reviews with customers and communicate results.
  • Develop, prepare, and nurture customers for advocacy.
  • Be responsible for ongoing customer communication regarding introductions, announcements (e.g., upcoming features & products), and events such as user conferences and webinars.

Requirements

  • BA/BS preferred or equivalent experience
  • 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
  • Knowledge of privilege access management and cybersecurity best practices
  • Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
  • Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions
  • Competency with Salesforce and Customer Success Management platforms
  • Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
  • Excellent verbal and written communication skills
Benefits
  • Healthcare insurance
  • Pension/retirement matching
  • Comprehensive life insurance
  • Employee assistance program
  • Time off plans
  • Paid company holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementprivilege access managementcybersecurity best practicestechnical solutionsproject executioncustomer relationship managementcustomer advocacymulti-taskingproblem solving
Soft Skills
client advocacycommunication skillsinterpersonal skillsorganizational skillscross-functional collaborationproactive engagementrelationship management