Senior Customer Success Manager

1 week ago

Atlanta GA United States Flexential Full time
Job Description:
As a Senior CSM, you'll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you'll achieve this through a variety of touchpoints and activities. From onboarding, to building success plans, proactive outreaches, to running Executive Business Reviews, owning risk mitigation, and everything in between. In order to build deep relationships and understanding of our customer's desired outcomes, CSMs are engaged in all phases of the customer lifecycle.
You'll work closely with day-to-day personnel up through decision makers and executive level contacts. Internally, you'll work cross departmentally with sales, support, marketing, engineering, implementation, and more - to ensure our customers achieve success.
Your success in the role will come from building relationships internally and externally, strong time management skills, technical acumen (colo, cloud, and networking solutions), curiosity to uncover desired outcomes, educating customers on the Flexential portfolio, and execution against committed success plans.
At Flexential, we're passionate about our customer's success and constantly elevating the way we help them achieve that. We're looking for CSMs that are just as passionate about the CX as well as our industry. In return, you'll find a work environment that is challenging but fun, goal oriented but agile, and most importantly focused on helping YOU be successful.Key Responsibilities and Essential Job Functions:
  • Provide oversight and accountability for success during the onboarding phase of new customers as well as existing customers leveraging new services.
  • Manage a book of business containing 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
  • Understand and advise customers on all relevant Flexential solutions relevant to their needs; including facilitating additional conversations with internal SMEs.
  • Keep relevant Flexential departments & leaders informed of all customer health/risk concerns including updating customer health scores as well as documenting churn forecasts.
  • Facilitating problem resolution as first level of escalation for unresolved issues, which include billing and technical support
  • Maintain regular and proactive contact with customers through value added email outreaches, calls, and/or face to face meetings.
  • Effectively leverage internal technology to manage touchpoints, view of customer health, and overall management of your book of business.
  • Regular executive business reviews with customers; including preparing and presenting content appropriate for c-level contacts.
  • Uncover additional customer needs and work with sales and solution engineers to appropriately solution sell
  • Assist, direct and maintain open communication with key individuals with the company including sales, marketing, engineering, accounting and operations.
  • Act as a liaison for your customers on all questions technical, billing, sales, or other.
  • Ability to guide and advise the customer through the process rather than the customer managing Flexential
  • Perform other duties as required and assigned.
Required Qualifications:
  • 2-3 years of experience in Cloud, Managed Services or Colocation
  • 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
  • A willingness to go the extra mile for our customers and develop strong relationships
  • Ability to adapt and be part of our rapidly growing business
  • Proficiency with MS Office tools
  • General statistical analysis and ability to communicate metrics to the business
Preferred Qualifications:
  • 2-3 years of experience directly managing Fortune 1000 customers strongly preferred
  • Experience working in Gainsight
  • Understanding of VMware applications
  • Understanding of DRaaS and BaaS solutions
Physical Requirements:
  • Ability to sit for extended periods of time
  • Moderate or advanced keyboard usage
Not meeting every single requirement? No problem We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today

Benefits of working at Flexential:
  • Medical, Telehealth, Dental and Vision
  • 401(k)
  • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
  • Life and AD&D
  • Short Term and Long-Term disability
  • Flex Time Off (PTO)
  • Leave of Absence
  • Employee Assistance Program
  • Wellness Program
  • Rewards and Recognition Program
Benefits are subject to change at the Company's discretion.

Variable Pay: Discretionary annual bonus, based on personal and company performance.

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards:
Chemical
Electrical
Ergonomics
Climb ladders
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)
Other:_________________

  • Senior Customer Success Manager

    1 week ago

    Atlanta, GA, United States Flexential Full time

    Job Description:As a Senior CSM, you'll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you'll achieve this through a variety of touchpoints and activities. From onboarding, to building success plans, proactive outreaches,...

  • Senior Customer Success Manager

    2 weeks ago

    Atlanta, Georgia, United States Flexential Full time

    Job Title: Senior Customer Success ManagerAt Flexential, we're passionate about delivering exceptional customer experiences. As a Senior Customer Success Manager, you'll play a critical role in ensuring our customers achieve their desired outcomes.Key Responsibilities:Provide strategic guidance and support to customers throughout their journey with...

  • Senior Customer Success Manager

    6 days ago

    Atlanta, Georgia, United States Sovos Compliance Full time

    About Sovos ComplianceSovos Compliance is a global leader in tax, compliance, and trust solutions. Our purpose-built software platform provides unparalleled integration with business applications and government compliance processes.Job Title: Senior Customer Success ManagerWe are seeking a highly skilled Senior Customer Success Manager to join our team. As a...

  • Senior Customer Success Manager

    3 weeks ago

    Atlanta, Georgia, United States Sovos Compliance Full time

    About Sovos ComplianceSovos Compliance is a global leader in tax, compliance, and trust solutions. Our purpose-built software platform provides an unparalleled level of integration with business applications and government compliance processes.Job Title: Senior Customer Success ManagerWe are seeking a highly skilled Senior Customer Success Manager to join...

  • Senior Customer Success Manager

    4 weeks ago

    Atlanta, Georgia, United States Manhattan Associates Full time

    At Manhattan Associates, we're committed to empowering our customers to achieve their full potential. As a Customer Success Manager, you'll play a critical role in ensuring the success of our customers in the CSO division. Your primary responsibility will be to provide leadership and direction to ensure customers are obtaining maximum business benefit from...

  • Senior Customer Success Manager

    4 weeks ago

    Atlanta, Georgia, United States Manhattan Associates Full time

    {"h1": "Customer Success Manager Role", "p": "At Manhattan Associates, we're committed to delivering exceptional supply chain commerce technology that positively impacts how people work, shop, and live. As a Customer Success Manager, you'll play a critical role in ensuring our customers achieve maximum business value from our solutions.Your primary...

  • Senior Customer Success Manager

    4 weeks ago

    Atlanta, Georgia, United States FinQuery Full time

    About the RoleWe are seeking a highly skilled Senior Customer Success Manager to join our team at FinQuery. As a key member of our customer success organization, you will be responsible for driving customer adoption, retention, and growth.Key ResponsibilitiesClient Onboarding: Collaborate with sales and implementation teams to ensure a seamless transition...

  • Senior Customer Success Manager

    2 weeks ago

    , TX, United States Caliber Sourcing Full time

    Job DescriptionPlivo is seeking a Senior Customer Success Manager to cover a portfolio of customers in the United States and Canada. The ideal candidate will develop and nurture long-term relationships, establishing themselves as a trusted advisor.The RoleThe Senior Customer Success Manager will be responsible for managing a portfolio of customers,...

  • Senior Customer Success Manager

    4 months ago

    Atlanta, United States Rhythm Software Full time

    What is Rhythm? Rhythm helps associations and non-profits deliver an exceptional online experience to their constituents. This means members, event attendees, learners, sponsors, donors, and more all use Rhythm. It's a lofty goal for organization staff who are far too often hamstrung by software instead of empowered by it. As constituent expectations evolve...

  • Senior Customer Success Manager

    4 weeks ago

    Atlanta, United States Manhattan Associates Full time

    We create possibilities that move life and commerce forward Welcome to Manhattan Associates. Our supply chain commerce technology positively affects how people on six continents work, shop and live. If you want to tackle complex problems, push limits and redefine what’s possible, you’ve come to the right place. The Customer Success Manager role is based...

  • Senior Customer Success Manager

    4 weeks ago

    Atlanta, United States Endeavor Full time

    The Senior Customer Success Manager (CSM) role will own and deepen the client relationship with our top tier accounts, be responsible for retention metrics such as NRR of their portfolio, and proactively advise our clients on FinQuery as an expert. During the customer onboarding process, you will build relationships with your assigned customers, remove...

  • Senior Customer Success Manager

    3 months ago

    Atlanta, United States Manhattan Associates Full time

    We create possibilities that move life and commerce forward Welcome to Manhattan Associates. Our supply chain commerce technology positively affects how people on six continents work, shop and live. If you want to tackle complex problems, push limits and redefine what's possible, you've come to the right place. The Customer Success Manager role is based on...

  • Senior Customer Success Manager

    3 weeks ago

    Hamilton, NJ, United States VirtualVocations Full time

    A company is looking for a Senior Customer Success Manager - Merchant Services. Key Responsibilities: Manage the customer lifecycle, ensuring smooth onboarding and long-term success Develop and execute Strategic Account Plans to drive growth and retention Act as a customer advocate, collaborating with internal teams to address client needs and issues...

  • Senior Customer Success Manager

    7 days ago

    Atlanta, United States Flexential Full time

    As a Senior CSM, youll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, youll achieve this through a variety of Manager, Relationship Manager, Technical Support, Customer, Senior, Business, Technology

  • Senior Customer Success Manager

    2 months ago

    Atlanta, United States Ivanti Full time

    Who We Are Ivanti's platform makes it possible for employees to stay productive, secure and engaged wherever they are. With headquarters in Utah, offices in London and Paris, and nearly 3,200 employees in 25 countries around the world, we are the Everywhere Workplace – it's a great time to work for Ivanti! We anticipate our customers’ needs, we are...

  • Senior Customer Success Manager

    4 weeks ago

    Atlanta, Georgia, United States Manhattan Associates Full time

    {"h1": "Customer Success Manager Role", "p": "At Manhattan Associates, we're committed to delivering exceptional supply chain commerce technology that positively impacts how people work, shop, and live. As a Customer Success Manager, you'll play a critical role in ensuring our customers achieve maximum business value from our solutions.Key Responsibilities:*...

  • Senior Customer Success Manager

    5 days ago

    Atlanta, United States Flexential Full time

    Job Description: As a Senior CSM, you'll be the key relationship manager for a book of business holding new and existing complex hosting and colocation customers. Ultimately responsible for customer satisfaction and retention, you'll achieve this through a variety of touchpoints and activities. From onboarding, to building success plans, proactive...

  • Customer Success Manager

    3 days ago

    Atlanta, United States WelcomeHome Software Full time

    About WelcomeHome WelcomeHome is an Atlanta-based SaaS startup with the mission to build the best Customer Relationship Management (CRM) platform in the senior living space. Since launch in 2019, we have experienced incredibly rapid growth. Profitable from day one, weve hit hypergrowth with a team that prioritizes client results over external / VC reporting...

  • Customer Success Manager

    9 hours ago

    Atlanta, Georgia, United States WelcomeHome Software Full time

    About WelcomeHome SoftwareWelcomeHome Software is a pioneering SaaS startup based in Atlanta, Georgia, dedicated to revolutionizing the senior living space with its cutting-edge Customer Relationship Management (CRM) platform.Since its inception in 2019, the company has experienced remarkable growth, achieving profitability from day one and hitting...

  • Customer Success Manager

    6 days ago

    Atlanta, United States WelcomeHome Software Full time

    About WelcomeHomeWelcomeHome is an Atlanta-based SaaS startup with the mission to build the best Customer Relationship Management (CRM) platform in the senior living space.Since launch in 2019, we have experienced incredibly rapid growth.Profitable from day one, we’ve hit hypergrowth with a team that prioritizes client results over external / VC reporting...