Customer Success Manager - West

Nerdio; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

An established industry player is seeking a passionate Customer Success Manager to enhance client relationships and drive satisfaction. In this dynamic role, you will manage a portfolio of accounts, ensuring clients derive maximum value from innovative cloud solutions. Your expertise in customer relationship management will be crucial as you collaborate with cross-functional teams to mitigate churn and identify growth opportunities. This position offers a unique chance to contribute to the transformation of virtual desktop services while enjoying a competitive compensation package and a flexible work environment. If you thrive in fast-paced settings and are eager to make an impact, we want to hear from you!

Benefits

Competitive Base + Incentive Plan

Stock Options

Health and Welfare Plans

Life and Disability Plans

Retirement Plan

Unlimited Flexible Paid Time Off

Qualifications

• 3-5 years in customer success or account management, ideally in tech.
• Proficient in CRM tools and strong relationship-building skills.

Responsibilities

• Manage customer accounts aiming for a 90% retention rate.
• Consult with customers to align their goals with our services.
• Track interactions using CRM and provide feedback to teams.

Skills

Customer Relationship Management

Contract Negotiation

Conflict Resolution

Forecasting Skills

Technical Communication

Cloud Computing Knowledge

Education

Bachelor's Degree in Business or IT

Tools

CRM Software

Job description

Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.

Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities.

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

What you'll do

As a Customer Success Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success team:

• Manage a book of accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion.
• Consult with customers throughout the customer lifecycle to understand their business and strategic goals, ensuring they find ongoing value in Nerdio's products and services.
• Establish and nurture key relationships with executive sponsors and decision makers within customer organizations.
• Collaborate closely with Sales and Customer Success leadership to mitigate churn risk and drive ongoing customer success.
• Track customer interactions and engagements within the CRM tool.
• Evangelize new product features and provide customer feedback to Sales, Product, Customer Success, and Engineering teams.

Qualifications

• Software background in an XaaS business such as SaaS, PaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering.
• Proficiency in contract negotiation and conflict resolution.
• Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations, ideally within the Enterprise segment.
• Ability to recognize and maximize expansion opportunities.
• Accurate forecasting skills and a good understanding of the customer base.
• Comfort with owning a commercial relationship and proven ability to build strong relationships with customers, especially at the executive level, following a LAER model (land, adopt, expand, retain).
• Articulate value proposition with a technical theme.

Required experience

• A minimum of 3 to 5 years of experience in a customer success or account management role, preferably within the technology industry.
• Strong understanding of cloud computing, IT services, or related fields.
• Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction.
• Experience in managing customer accounts, handling escalations, and resolving issues.
• Proficient in using customer relationship management (CRM) software and other relevant tools.

Preferred experience

• Experience working with Enterprise IT Professionals.
• Familiarity with the Microsoft Azure ecosystem and cloud services.
• Knowledge of IT project management methodologies and best practices.
• Experience in conducting customer training sessions or workshops.
• Understanding of customer success metrics and the ability to analyze data to drive insights.

Benefits and Incentives

• Competitive Base + Incentive Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off......including your birthday off!

*Benefits for international employees, outside the US, vary by country.

Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

The pay range for this role is:

120,000 - 140,000 USD per year (Remote - United States)