Sr Customer Success Manager

Egnyte; Reading; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading cloud content security platform in Reading is seeking a Senior Customer Success Manager to drive product adoption and ensure customer retention. The ideal candidate will have a proven track record in managing customer relationships within a SaaS environment, possess strong problem-solving skills, and work collaboratively with internal teams. Benefits include holiday leave, life assurance, and a pension plan.

Benefits

Holiday leave

Sick leave

Family leave

Life assurance

Employee assistance programme

Pension plan

Gym reimbursement

Company equity depending on role and level

Qualifications

• 5+ years of customer-facing experience or equivalent.
• Strong track record of service excellence.
• Experience managing customer relationships in a SaaS environment.

Responsibilities

• Become a product expert and manage onboarding of new customers.
• Develop strategic success plans for your customer segment.
• Perform quarterly business reviews and manage escalated customer issues.

Skills

Customer relationship management

Proactive issue resolution

Technical product knowledge

Team collaboration

Flexibility in a dynamic environment

Job description

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Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and everyEgnytershould be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team ofEgnytersthat are doers, thinkers, and collaborators who embrace and live by our values:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance,preventand detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit.

The Senior Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bringinitiative to every engagement and help improve business processes to ensure overall customer success.

WHAT YOU’LL DO:

• Become a product expert including the technicalknowledgeand practical businessapplications
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of ourplatform
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and externalteams
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal ofservices
• Keep customers informed of process and proceduralchanges
• Manage resolution of escalated customer issues
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future productenhancements
• The CSM will report directly to the Manager of Customer Success in Reading, England

YOUR QUALIFICATIONS:

• 5+ years of customer-facing typeexperienceor equivalent with a track record of service excellence and best practices
• Successmanaging customer relationships at asoftware orSaaScompany
• Proactive approach with a demonstrated capability to identify and mitigaterisk
• Experience working across multiple, internal teams to resolve customer issues quickly andeffectively
• Previous experience with tech companies, specifically SaaS solutions
• A team player capable of high performance and flexibility working in a dynamicenvironment
• Work in office 3 days per week

BENEFITS:

• Holiday leave
• Sick leave
• Family leave (maternity, paternity, shared paternity, and adoption)
• Life assurance
• Employee assistance programme
• Pension plan
• Gym reimbursement
• Company equity depending on role and level