Technical Customer Success Manager

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, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams to provide secure, compliant devices and to provide modern work experience for users. Our software helps IT teams manage and secure endpoints by extending Microsoft Intune and Configuration Manager with faster remediation, continuous patching, and greater endpoint visibility. Our product portfolio consists of Right Click Tools for endpoint management, remediation and Application Workspace for automated application delivery and management.

Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.

About the Role

We are looking for a Customer Success Manager to own the relationships of a wide variety of customers. You’ll build relationships with key customers and create playbooks to drive the success of our rapidly growing customer base at scale. Serving as the conduit of information between Recast and our customers, you’ll be a pivotal part of their experience and Recast’s operations and go-to-market teams.

The ideal candidate is an empathetic communicator who takes on a customer’s success as their own. You build relationships easily and are comfortable working across departments to get the results you and your customers expect. You are a problem solver at heart with a technical mindset who's constantly looking for things you can improve (whether that be relationships, processes, or technology) and implementing the solution. You ruthlessly prioritize your time and orient yourself to what will drive the most value across customers and move the needle internally.

What You’ll Do

• 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.

What You’ve Done

• 2+ years of relevant work experience managing customer relationships within a technical software company.
• Experience carrying a quota and owning a book of business.
• Experience as a SysAdmin or equivalent Level 3 technical role.
• Excellent communication skills across mediums and audiences.
• Curiosity, empathy, and an eagerness to learn about Recast’s technical & complex tools, our customers, and their environments.
• Strong problem solving and critical thinking skills with a can‑do attitude.
• Highly accountable and self‑motivated, comfortable owning projects from conception to follow‑through.
• Passion for technology with a strong desire to serve a technically adept audience.
• Strong organization and prioritization skills.
• Proficiency with a CRM tool.
• Proficiency with a Customer Success platform.

What Stands Out

• Experience with Salesforce.
• Experience with Gainsight.

What We Value

• We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self‑motivation and determination. We deliver results that matter for our customers and our team.
• We get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.
• We work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.
• We embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.
• We choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

What We Offer

• The salary range for this position is $75,000-$95,000. Additionally, cash compensation for this role includes $15,000 in incentive compensation (commission) for meeting goal. Salary may vary based on experience, skills, and geographical location.
• Medical, dental, and vision
• FSA or HSA with company contributions
• Employer paid STD, LTD, AD&D and life insurance
• 401k with 4% employer match
• Work-life balance, flexible time off, and remote work options
• Parental leave

Why we love working at Recast

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people‑first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work.

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.