Customer Success Manager

BetterCloud; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

BetterCloud, located in New York, is looking for a Customer Success Manager who will play a vital role in customer relationships, starting from onboarding to full engagement. This position requires managing the post-sale relationship with customers and advocating for their needs.

The ideal candidate will have at least 3 years of relevant experience, with SaaS exposure being a strong advantage. Candidates fluent in French and/or Spanish are preferred, ensuring effective communication with diverse clients.

Qualifications

• 3+ years of sales, account management, customer success or support experience.
• Experience in SaaS is a major plus.
• Fluent in French and/or Spanish is strongly preferred.

Responsibilities

• Build deep, long-lasting relationships with our customers to deliver a world class customer experience.
• Consult regularly with clients to fully understand their needs and solve their pain points.
• Act as the liaison between the customer and other teams to prioritize issues and elicit feedback.
• Monitor customer health to proactively address problems and drive product adoption.
• Negotiate and renew current customer subscriptions.
• Work across the company to identify improvements for the product and customer experience.

Job description

Job Description

BetterCloud puts IT in control of the modern workplace through user lifecycle management, data discovery, and IT and security automation purpose-built for SaaS applications!

BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with user onboarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers (including renewals and customer growth), and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product feedback and feature requests to the BetterCloud team. At the end of the day, our mission is to delight our customers and have them truly love their time with BetterCloud.

Who are you?

• Deeply committed to customer satisfaction and happiness.
• Analytical both quantitatively and qualitatively.
• Expert at juggling competing demands and managing limited time.
• Team-oriented, but eager to act aggressively to get things done for customers.
• Passionate about building a great company and a great product.

Responsibilities

• Build deep, long-lasting relationships with our customers that help deliver BetterCloud’s world class customer experience.
• Consult regularly with clients to fully understand their needs and actively solve their pain points.
• Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities.
• Monitor customer health to be ahead of problems and continually drive product adoption.
• Negotiate and renew current customer subscriptions.
• Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience.

Qualifications

• 3+ years of sales, account management, customer success or support experience.
• Experience in SaaS is a major plus.
• Fluent in French and/or Spanish is strongly preferred.