Customer Success Lead
Abby Care
Customer Success Manager
Virtru
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Onboard and train new customers on Virtru’s products in both 1to1 trainings and group webinars.
- Manage and run renewals for strategically important customers.
- Proactively engage low-usage and at-risk customers to stabilize the account.
- Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews.
- Execute 1toMany campaigns and sequences designed to drive engagement, usage, and customer success at scale (ex. Run re-engagement campaigns for low-usage customers).
- Track and analyze customer usage and engagement to identify opportunities to deliver value across the base.
- Generate invoices, work with our partners, and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
- Help refine processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model.
- Jump in to handle any other outlier scenarios across the base.
Requirements
- 4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
- At least 2+ years of experience supporting technical products, applications and/or environments.
- Experience running training calls
- Experience working in a pooled CSM model.
- Salesforce/Outreach Experience
- Experience with renewals and/or negotiations.
Benefits
- A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
- A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
- Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
- Access to an Employee Assistance Program
- Access to Headspace, a mental health app tailored to your specific needs.
- A flat 3% contribution to your retirement account
- A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
- Competitive compensation
- Generous parental, medical, and bereavement policies
- 401K contribution and stock options
- Full medical, dental, and vision benefits
- New Hire Swag and IT Welcome boxes
- Structured semi-annual 360° performance reviews
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementtrainingrenewalsnegotiationsdata analysiscampaign executioncustomer engagementtechnical product supportinvoicing
Soft skills
communicationproactive engagementorganizational skillsproblem-solvingcollaborationcustomer relationship managementadaptabilityteamworkprocess refinementcustomer advocacy
