Senior Customer Success Manager

Remote Worker LTD.; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Flexera is a leading software and ITAM company helping Enterprise customers optimize cloud and on-premises assets. As a Customer Success Manager you will own strategic relationships with large, multi-solution accounts and drive value throughout the customer lifecycle.

You will coordinate with product, sales and delivery teams to renew contracts, identify expansion opportunities, and ensure adoption of Flexera’s Cloud and on-premises offerings.

Qualifications

• Experience in software asset management or customer success.
• Strong executive communication and relationship-building skills.
• Ability to coordinate cross-functional teams and manage projects.
• Experience with CRM/CS tools (Salesforce and Gainsight).

Responsibilities

• Own the account for top, strategic customers and drive value throughout lifecycle.
• Identify churn risk and develop mitigation strategies.
• Identify expansion opportunities for Sales.
• Coordinate renewal and expansion in collaboration with all Flexera functions.
• Maximize product adoption and manage customer escalations.
• Identify stakeholders and build relationships across the account.
• Proactively drive value conversations with customers.
• Keep customers informed of product releases and roadmap updates.
• Develop enablement plans for Customer Success.
• Lead cross-functional continuous improvement projects.

Skills

Customer success

Account management

Cross-functional collaboration

CRM tools

Tools

Salesforce

Gainsight

Job description

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

The Customer Success Manager will have vast field and practitioner experience in the industry, and a record of success leading complex projects and delivering business outcomes to their organizations. You will be the account owner for highly complex, Enterprise customers that deploy multiple Flexera solutions from Cloud to On-Premises, proactively managing their portfolio from a value and business objectives conversation throughout the entire lifecycle of a customer.

Customer Success Manager's are outstanding at tracking projects and are organized, structured people that know how to influence and get others to support their cause. They can translate from technical to c-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera’s business.

Responsibilities:

• Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
• Identify the potential risk of churn and develop strategies to mitigate
• Identify expansion opportunities (upsell and cross-sell) for Sales to develop
• Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
• Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
• Identify stakeholders at the account and establish relationships
• Proactively drive new value conversations
• Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
• Own an enablement and development plan for Customer Success
• Lead cross-functional projects of continuous improvement for the company

Qualifications:

• You will come from a software asset management, customer success and/or consulting background most likely working for a software vendor, partner, or a software division of a large multinational IT company that has adopted insights or a value-based approach to selling.
• Your domain expertise will include some or all of the following: Data normalization for IT Asset Management, Software license optimization, Enterprise application portals, Deep architecture and technology knowledge, Application lifecycle management, Cloud platform and solution knowledge, IT Service Management, or cybersecurity
• Proven ability to maintain strong customer relationships and proactively grow them
• Ability to work with cross-functional teams and facilitate communication between technical and commercial teams
• Self-starter, independent thinker, active learner
• Recognized and successful practitioner understanding of the business and language of IT Strong executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation)
• Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness
• Successful project management experience with budget ownership

Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.

Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.

We encourage candidates requiring accommodations to please let us know by emailing [e-mail].