Referral Jobs (askreferral.io)

Senior Customer Success Manager – MM/Ent

Referral Jobs (askreferral.io)

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Asia

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Job Level

Senior

About the role

  • Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
  • Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.
  • Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.
  • Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan.
  • Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.
  • Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
  • Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
  • Coordinate small customer projects.
  • Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities.
  • Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing.
  • Experience working in a global organization and start-up environment is preferred, but not required.
  • It's not required to have experience working remotely, but considered a plus.

Requirements

  • Proven track record as a Senior/Enterprise CSM.
  • Experience managing complex large clients (50+ employees) autonomously.
  • This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
  • Ability to understand the business requirements and technical problems and help them with best practices and the right next action. Functional knowledge of Remote service and our platforms.
  • Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.
  • Identify new opportunities: up-sell, cross-sell, additional training.
  • Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.
  • Experience mentoring new team members.
  • Fluent written and spoken English, and well structured communication skills in speaking & writing.
  • It's not required to have experience working remotely, but considered a plus.
Benefits
  • work from anywhere
  • flexible paid time off
  • flexible working hours (we are async)
  • 16 weeks paid parental leave
  • mental health support services
  • stock options
  • learning budget
  • home office budget & IT equipment
  • budget for local in-person social events or co-working spaces
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success managementupsellingcross-sellingproject coordinationcustomer journey mappingKPI developmenttechnical problem solvingrelationship buildingmarket trend analysisRemote platform knowledge
Soft Skills
communication skillspresentation skillsleadershipconfidenceinterpersonal skillsmentoringrelationship managementstrategic thinkingcollaborationcustomer engagement