Customer Success Manager (CSM)

Kurmi Software Inc.; New York (NY); On-site; USD 86,000 - 105,000; Full time

Job summary

Kurmi Software Inc. in New York seeks a Customer Success Manager to own renewals, drive expansion, and deepen relationships from CIOs to daily Kurmi administrators. You will work with Account Executives, Technical Account Managers, Support and Product to scale our North American team.

You will maintain Salesforce data, lead QBRs, and advocate for customers to help shape product strategy. A minimum of 5 years in enterprise SaaS customer success or account management is expected; UC tools and

Qualifications

• 5+ years in Customer Success, Enterprise Account Management or a similar commercial role in B2B SaaS or enterprise technology.
• Proven track record owning renewals, reducing churn and closing expansion deals with enterprise accounts.
• Experience with Unified Communications, Microsoft Teams, Cisco/Webex, ServiceNow or adjacent enterprise IT.
• Experience working with channel partners or service providers.
• French language skills (useful, never required).

Responsibilities

• Own renewals and retention.
• Grow accounts with expansion deals (licenses, integrations, professional services, Kurmi as a Service).
• Drive onboarding and adoption to increase value quickly.
• Build executive relationships and run QBRs with sponsors and IT leaders.
• Plan and protect by tracking health, adoption, and risks; lead responses to escalations.
• Be the voice of the customer to Product and create references and success stories.
• Keep portfolio visible with Salesforce and reporting on health, risk, and growth.
• Shape the function by improving playbooks and governance as the team scales.

Skills

ARR & NRR

Executive communication

Negotiation

Account planning

Presentations

Salesforce

Tools

Salesforce

Job description

Department description:

Our US Sales team is a mix of Sales, Pre-Sales and Marketing profiles. Our day-to-day activities are focused on driving new customer acquisition and reinforcing our customers’ satisfaction and long-term retention. Kurmi has built a strong sales framework around sales methodology, pre-sales engagement, channel engagement, value proposition. Our offering and capacities are extending to offer additional value to our customers and partners.

Job description and Responsibilities:

As a Customer Success Manager (CSM), you are the commercial owner of your accounts after the first sale. You run renewals, identify and close expansion deals, and build relationships from the CIO to the daily Kurmi administrator. You work hand in hand with Account Executives, Technical Account Managers, Support and Product — and you have real room to bring new ideas to a growing North American team.

• Own renewals and retention. Run the full renewal cycle, keep forecasts accurate, catch churn risk early and drive your portfolio’s Net Revenue Retention (NRR).
• Grow your accounts. Identify, negotiate and close expansion deals end to end: additional licenses, integrations, professional services packs and moves to Kurmi as a Service (KaaS).
• Drive onboarding and adoption. Make sure new customers get value fast, then deepen usage so Kurmi becomes part of how they run their UC environment.
• Build executive relationships. Create multithreaded relationships with executive sponsors, UC/IT leaders, partners and day-to-day administrators. Lead QBRs and executive business reviews that prove value and surface new opportunities.
• Plan and protect. Track account health, adoption, satisfaction and competitive threats. Build account plans with Sales and Technical Account Managers, and lead the response when a customer escalates.
• Be the voice of the customer. Bring customer feedback to Product, and turn happy customers into references and success stories.
• Keep the portfolio visible. Maintain Salesforce (stakeholder maps, forecasts, opportunities) and report on portfolio health, risk and growth potential.
• Shape the function. Improve playbooks, governance and engagement practices with the global CSM team as North America scales.

Why join Kurmi ?

• Real impact: a focused North American team where your ideas turn into the playbook.
• Enterprise customers, specialist product: work with large organizations on a platform at the heart of their Microsoft Teams, Cisco/Webex and Contact Center operations.
• International company, local team: the stability and reach of a global software vendor, with a close-knit team in New York.

Skills & competencies

Fluency with ARR, NRR, GRR and churn, and a clear view of how adoption drives them.Confidence with executives, technical decision-makers, partners and end users alike.Strong negotiation, account planning and presentation skills.The autonomy to run your own book, and the instinct to pull in the right people across Sales, Support and Product.Comfort working in Salesforce and with account data.

Education & Experience

5+ years in Customer Success, Enterprise Account Management or a similar commercial role, ideally in B2B SaaS or enterprise technology.A track record of owning renewals, reducing churn and closing expansion deals with enterprise accounts.Experience with Unified Communications, Microsoft Teams, Cisco/Webex, ServiceNow or adjacent enterprise IT.Experience working with channel partners or service providers.French language skills (useful, never required).

What success looks like

First 90 days: you know every account in your portfolio, its stakeholders, health and renewal date, and you have a clear plan for each.First year: you hit your NRR and GRR targets, close expansion deals, and your customers see you as a trusted advisor.Along the way: customer satisfaction and adoption rise, your Salesforce data is reliable, and your ideas are shaping how Customer Success works in North America.

Compensation

Compensation: base salary of USD 95 000 min, plus Bonus

Kurmi is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic.