Senior Customer Success Manager, SMB
Deel
CloudSQL
Job Level
Senior
Tech Stack
CloudSQL
About the role
- Focus on a smaller number of high-value strategic accounts and build strategy for large accounts
- Proactively identify risks before they happen and project manage internal stakeholders to address customer issues
- Build relationships with senior stakeholders and develop deep understanding of customers’ business and hiring plans
- Put success plans in place and host regular business reviews to maximize customer experience
- Collect product and operational feedback, prioritize requirements, and project manage internal deliveries while setting expectations
- Provide high quality day-to-day customer experience and drive adoption of platform features
- Write and iterate on standard operating procedures and own build procedures for specific customer types
- Coordinate with internal stakeholders to ensure timely response and completion of customer requests
- Drive adoption of platform features that will lead to better customer experience and retention
Requirements
- Minimum of 6+ years of relevant work experience, including client facing experience
- Previous experience in at least one of the following: fast growth startup, top-tier management consulting, investment banking, or private equity
- Relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them
- Quantitatively-inclined and data savvy; enjoy drawing quick, insightful conclusions from complex data sets, asking critical questions, and synthesizing raw numbers into simple, actionable recommendations
- Reliable, motivated self-starter with a passionate growth mentality; enjoy fast-paced environments and high degree of responsibility
- Solid track record of achievement (success in top tier company, delivered quantifiable business impact, quickly assumed responsibilities or won competitive awards)
- Strong analytical foundation with ability to manipulate and synthesize data
- Curious by nature and interested in making an impact
- Ability to write and iterate on standard operating procedures
- Able to own and build procedures for a specific customer type from implementation to sustainment
- Coordinate with internal stakeholders to ensure timely response and completion of customer requests
- Ability to speak, read, and write English fluently (implied by application form question)
