Customer Success Manager – Unit 42
Palo Alto Networks
Cyber SecurityTableau
Customer Success Director – Strategic
Genesys
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $120,400 - $223,600 per year
Job Level
Lead
About the role
- Manage a portfolio of strategic customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
- Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
- Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
- Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score)
- Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
- Develop and implement strategic plans to prevent downsells and ensure customer retention.
- Proactively identify potential business leads for expansion opportunities.
- Team with and establish shared accountability with adjacent functions to drive smooth implementation and maintain strong forecasting and high retention rates.
Requirements
- 10+ years of experience in technology-related field, including consulting and enterprise account management.
- Bachelor’s degree in technology- or business-related field
- Successful sales track record within a SaaS organization
- Proven experience presenting to and building relationships with C-level executives.
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
- Genesys platform knowledge is a plus.
- Proficiency with: CRM platforms (Salesforce, Gainsight), Microsoft Office Suite (PowerPoint, Excel, Word), online communities and social media platforms
- Strong data analysis and executive presentation capabilities
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementdata analysisexecutive presentationSaaS salesaccount managementstrategic planningcustomer retentionadoption metrics trackingbusiness lead identificationcustomer advocacy measures
Soft skills
relationship buildingcommunicationcollaborationstrategic thinkingproblem-solvingleadershipcustomer engagementadaptabilitynegotiationaccountability
