Senior Customer Success Manager

Titan Cloud Software; United States; Remote; USD 31,200 - 78,600; Full time

Benefits offered by this job

Remote work environment

Flexible time off

Medical Insurance

401(k)

Maternity/Paternity Leave

Job summary

A leading software company is seeking a Senior Customer Success Manager to enhance customer engagement and retention for enterprise clients. The successful candidate will manage onboarding, track customer health, and create value-driven strategies. Candidates should be experienced in high-growth technology environments and possess strong communication skills. The role is fully remote and offers flexible time off as well as comprehensive benefits.

Qualifications

• 7+ years of experience in high growth technology firms supporting business strategic accounts.
• Proven track record managing six to seven-figure engagements with enterprise customers.
• Exceptional stakeholder management skills in complex organizational structures.

Responsibilities

• Own the ultimate success for a portfolio of customers.
• Define, drive, and demonstrate the value delivered to customers.
• Develop and implement proactive customer programs for long-term growth.

Skills

Communication

Relationship Building

Analytical Skills

Customer Retention

Project Management

Education

Bachelor's degree in Business, Computer Science or related field

Tools

CRM systems

Job description

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Titan Cloud is a market-leading provider of Fuel Asset Optimization, which helps the world's largest and most complex convenience stores, fleets and their suppliers reduce compliance risk, drastically decrease overall asset maintenance costs, and increase revenue and overall fuel yield. For our customers, we are the enterprise software platform and system of record that ties together their environment, fuel, store operations and maintenance departments. Our customers save millions a year from reducing lost sales, improving customer experience, mitigating fuel loss, reducing excessive maintenance bills, and reducing environmental reserves and fines.

Our Mission Statement

We connect people, equipment, and facilities to maximize the operational efficiency and minimize the environmental impact of every fueling facility in the world.

About the Role

As a Senior Customer Success Manager (Senior CSM), you will own the ultimate success for a portfolio of Titan Cloud's enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal.

The ideal candidate will have a unique ability to communicate with varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion Titan Cloud, its products and overall customer value. The results are increased customer loyalty and retention of Titan Cloud's solutions.

Reporting to the Sr. Director of Customer Success, we're seeking for an exceptional and energetic Senior CSM who thrives amidst the challenges of a high growth environment

What You'll Do

• Own the ultimate success for a portfolio of Titan Cloud's strategic customer base; this includes seamless customer onboarding, project success, retention, and renewal in complex organizational structures
• Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud's customer base and leadership
• Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and "listening" points (e.g. on usage, program effectiveness)
• Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Find ways to deeply understand our customers' objectives and become a trusted right-hand advisor
• Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
• Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
• Drive and continuous improvement of customer reference ability, experience and health
• Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
• Personally manage customer escalations and methodical approaches towards resolution
• Track customer metrics and maintain customer health scorecards with clear action plan

Who We Are

Titan Cloud is a market-leading provider of Fuel Asset Optimization, which helps the world's largest and most complex convenience stores, fleets and their suppliers reduce compliance risk, drastically decrease overall asset maintenance costs, and increase revenue and overall fuel yield. For our customers, we are the enterprise software platform and system of record that ties together their environment, fuel, store operations and maintenance departments. Our customers save millions a year from reducing lost sales, improving customer experience, mitigating fuel loss, reducing excessive maintenance bills, and reducing environmental reserves and fines.

Our Mission Statement

We connect people, equipment, and facilities to maximize the operational efficiency and minimize the environmental impact of every fueling facility in the world.

About the Role

As a Senior Customer Success Manager (Senior CSM), you will own the ultimate success for a portfolio of Titan Cloud's enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal.

The ideal candidate will have a unique ability to communicate with varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion Titan Cloud, its products and overall customer value. The results are increased customer loyalty and retention of Titan Cloud's solutions.

Reporting to the Sr. Director of Customer Success, we're seeking for an exceptional and energetic Senior CSM who thrives amidst the challenges of a high growth environment

What You'll Do

• Own the ultimate success for a portfolio of Titan Cloud's strategic customer base; this includes seamless customer onboarding, project success, retention, and renewal in complex organizational structures
• Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud's customer base and leadership
• Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and "listening" points (e.g. on usage, program effectiveness)
• Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Find ways to deeply understand our customers' objectives and become a trusted right-hand advisor
• Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
• Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
• Drive and continuous improvement of customer reference ability, experience and health
• Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
• Personally manage customer escalations and methodical approaches towards resolution
• Track customer metrics and maintain customer health scorecards with clear action plan

Requirements

• Bachelor's degree in Business, Computer Science or related field
• At least 7 years of experience in 2+ high growth technology firms (preferably SaaS) supporting busniess strategic accounts in Customer Success, Account Management, Consulting or Engagement Management
• Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
• Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth
• A strategic thinker and creative problem solver
• Analytical and detail oriented
• Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners
• Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
• Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
• Be able to work in a high growth environment and comfortable navigating through ambiguity
• Willing to travel up to 25% of the time

Benefits

• Remote work environment
• Flexible time off
• End of Year Rest and Recharge
• Medical Insurance (including HSA/FSA accounts)
• Dental Insurance
• Group Term Life Insurance
• Vision Insurance
• Disability Insurance
• Maternity/Paternity Leave
• 401(k)
• Additional & Voluntary Benefits

Why Join Us

At Titan Cloud, we are committed to creating a diverse and inclusive workplace where all voices are heard and valued. Even if you don't meet most of the required qualifications or have transferable skills related to this role, we encourage you to apply—even if you don't meet all the preferred qualifications. We recognize that a variety of experiences can contribute to success in this position, and we value different perspectives on our team.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  IT Services and IT Consulting

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