Senior CSM: Cloud & Colocation Success Lead

Flexential; Charlotte (NC); On-site; USD 84,000 - 94,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

Health Savings Accounts (HSA) and FSAs

Life and AD&D

Short/Long-term disability

Flex PTO

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential is seeking a Senior Customer Success Manager to serve as the key relationship manager for a book of business consisting of hosting and colocation customers. You will lead onboarding, build success plans, and conduct executive reviews to ensure satisfaction and retention.

You will engage across sales, support, and engineering to uncover outcomes, educate customers on Flexential solutions, and mitigate risk.

Qualifications

• 2-3 years of Customer Success experience within a B2B technology organization.
• Experience with interacting with customers at all levels including C Suite.
• Demonstrated ability to build and develop relationships.
• Strong written, oral, and presentation skills.
• Demonstrated technical aptitude and attention to detail.
• Ability to effectively communicate technical concepts and issues to all levels.
• Experience with CRM systems.
• Demonstrated time management ability.
• Self-directed and self-motivated to problem solve.
• Willingness to go the extra mile for our customers and develop strong relationships.

Responsibilities

• Provide oversight and accountability for success during onboarding and ongoing onboarding of new and existing customers.
• Manage a book of business with advanced customer environments and marquee relationships.
• Uncover and document desired customer outcomes for success plan creation.
• Train customer on Flexential support tools.
• Overall responsibility for customer retention.
• Advise customers on Flexential solutions and facilitate conversations with internal SMEs.
• Update customer health scores and churn forecasts across departments.
• Escalate and resolve issues including billing and technical support.
• Maintain proactive contact through value-added emails, calls, and meetings.
• Prepare and present content for executive business reviews with c-level contacts.

Skills

Customer Success

Relationship Building

Executive Communication

CRM Systems

Time Management

Technical Aptitude

Tools

MS Office

Job description

Flexential is seeking a Senior Customer Success Manager to serve as the key relationship manager for a book of business consisting of hosting and colocation customers. You will lead onboarding, build success plans, and conduct executive reviews to ensure satisfaction and retention.

You will engage across sales, support, and engineering to uncover outcomes, educate customers on Flexential solutions, and mitigate risk.