Remote Technical Customer Success Manager - Endpoints

Recast Software Inc.; United States; Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision

FSA/HSA contributions

Insurance (STD/LTD/AD&D/Life)

401k with match

Remote work options

Flexible time off and parental leave

Job summary

Recast Software Inc. in Minneapolis, MN seeks a Customer Success Manager to own relationships across a diverse customer base. You will be the main liaison between Recast and customers, driving value, renewals, and expansion while coordinating with sales, support, and product teams.

If you are an empathetic communicator with a technical mindset, you will translate product value to business outcomes for executives and users, develop scalable playbooks, and relentlessly improve processes.

Qualifications

• 2+ years managing customer relationships in a technical software company.
• Experience carrying a quota and owning a book of business.
• Experience as a SysAdmin or Level 3 technical role.
• Excellent communication across mediums and audiences.
• Curiosity, empathy, and eagerness to learn about our tools and customers.
• Strong problem solving and critical thinking.
• Highly accountable and self-motivated, owning projects end-to-end.
• Proficiency with a CRM tool.
• Proficiency with a Customer Success platform.

Responsibilities

• Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact.
• Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large.
• Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C‑Suite) the ROI far exceeds the cost of the tools.
• Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth.
• Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion.
• Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value.
• Build up a pool of customer advocates and drive customer references and case studies.
• Act responsively, with attention to detail, to customer requests.
• Proactively identify and solve for “at risk” customers.
• Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers.
• Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success.
• Work with Recast systems for the creation, management, and tracking of customer information.

Skills

Quota ownership

SysAdmin experience

Customer relationships

Communication skills

Problem solving

Accountability

Cross-functional collaboration

Tech mindset

CRM proficiency

Customer success platform

Tools

Salesforce

Gainsight

Job description

Recast Software Inc. in Minneapolis, MN seeks a Customer Success Manager to own relationships across a diverse customer base. You will be the main liaison between Recast and customers, driving value, renewals, and expansion while coordinating with sales, support, and product teams.

If you are an empathetic communicator with a technical mindset, you will translate product value to business outcomes for executives and users, develop scalable playbooks, and relentlessly improve processes.