Customer Success Manager

Egnyte; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hours

Paid holidays

401(k) retirement plan

Health savings account

Parental leave

Job summary

Egnyte is seeking a Customer Success Manager to drive product adoption, maintain healthy partnerships, and manage the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention.

You will onboard new customers, become a product expert, monitor account performance, and collaborate with account managers to craft deployment and adoption strategies based on client goals and KPIs.

Qualifications

• Bachelor’s degree from an accredited college or university.
• 3+ years of relevant industry experience.
• Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports).
• Highly customer service orientated and passionate about resolving customer issues.
• Entrepreneurial: desire to build new processes inside a high-growth org.

Responsibilities

• Onboard new customers effectively via best practices and platform walkthroughs.
• Drive product adoption and maintain healthy partnerships with strategic customers.
• Manage day-to-day activities to foster a “Customers for Life” relationship and retention.
• Forecast risk and opportunities throughout the customer lifecycle.
• Collaborate with account managers to deploy adoption strategies aligned with client KPIs.
• Communicate customer feedback to internal stakeholders to improve product and support.

Skills

Customer success

Data analysis

Communication

Team player

Education

Bachelor's degree

Tools

BI tools

Spreadsheets

Reports

Job description

• Our Customer Success team 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
• Ensure that new customers are onboarded successfully via the initial best practices, engagement and platform walkthroughs
• Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients
• Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and great customer experience
• Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs
• Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value
• Create and execute data-driven, dynamic working documents and deliver process documentation
• Forecast both risk and opportunity throughout the customer’s lifecycle
• Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources
• Maintain awareness of all service matters including technical implementations and activities
• Work with various account teams to achieve success with at-risk customer renewals
• Relay customer feedback regarding product functionality and support to internal stakeholders
• Ensure that Egnyte’s best practices and methodologies are met on a consistent basis
• Will report directly to the Sr. Manager of Customer Success

Benefits

• Company equity depending on role and level
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
• Your own Egnyte account with lifetime access
• Modern and collaborative offices

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, bring initiative to every engagement and help improve business processes to ensure overall customer success3+ years of relevant industry experienceBachelor’s degree from an accredited college or universityCurious and a continuous learner – ability to stay up to date on product features and how they create customer valueAbility to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.), and formulate action plans based on analysisHighly customer service orientated and passion for helping to resolve customer issuesA team player capable of high performance and flexibility working in a dynamic environmentEntrepreneurial: Have a desire to build new processes inside a larger, high-growth organization