Senior Customer Success Manager

2 months ago

Austin, United States Caliber Sourcing Full time
Job Description
The Role

Plivo is seeking a Senior Customer Success Manager (CSM) to cover a portfolio of customers in the United States and Canada.

The Senior CSM will develop and nurture long-term relationships, establishing themselves as a trusted advisor. They will liaise between customers and cross-functional internal teams in a proactive and timely manner to ensure the successful adoption of Plivo's offerings and the achievement of business outcomes.

Critical to success is a proactive approach to resolving customer issues promptly. Also important are outstanding communication skills, critical thinking, and impeccable time management.

The Senior CSM will work remotely from the central or eastern United States, ideally Austin, TX, but other locations within the time zones are also considered. The Senior CSM will have the opportunity to work closely with Plivo's global teams, starting work early (no later than 8:00 AM CT) to engage with our Bangalore-based Product Management and Engineering teams.

The Company

Plivo is a cloud communications platform that empowers businesses to connect, engage, and interact with their customers in a more efficient and meaningful way.

Plivo's mission is to simplify business communications. Thousands of businesses around the globe•including Atlassian, GoDaddy, IBM, Meta, Wolters Kluwer, and Yahoo'rely on Plivo to power their voice and SMS communications on a global scale.

Founded in 2011, Plivo has over 300 employees remotely across the United States, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. Plivo is a people-centric organization with a culture of ownership. We offer our employees industry-leading compensation and benefits, including excellent healthcare coverage.

Plivo has been profitable for the past 7+ years, an unusual milestone for a company of our scale. Plivo's success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which has a current market size of more than $12.5 billion.

Responsibilities

  • Manage a portfolio of customers that represent a range of diverse backgrounds and maturity, from established global enterprises to SMBs
  • Be the voice of the customer within Plivo, identifying and communicating the key factors required for success
  • Serve as the single point of contact for all post-sale activities, which involves coordination between support, product management, and sales teams
  • Retain and grow revenue
  • Cultivate, nurture, and grow business relationships with multiple contacts at each customer
  • Prepare and deliver quarterly business reviews
  • Regularly review product usage data to identify and address potential issues proactively
  • Drive customer loyalty by creating a referenceable pool of customers
  • Maintain expertise on industry trends, best practices, and the competitive landscape
Qualifications
  • Relevant Bachelor's degree or equivalent professional experience
  • 7+ years of overall work experience
  • 3+ years of experience in a customer success or related role at a high-tech or SaaS company
  • Exceptional communication and interpersonal skills
  • Self-starter with impeccable time management skills
  • Capable of engaging effectively with a wide range of stakeholders
  • People person who understand technology
  • Flexibility to start work early (i.e. no later than 8:00 AM CT) to collaborate with colleagues in India
  • Team player who can engage with other functions to deliver a better customer experience
  • Experience negotiating renewals and/or net-new contracts
  • Proven track record of taking ownership of tasks and driving to resolutions
  • Analytical, with the ability to interpret customer data and trends
  • Excellent written and spoken communication skills, listening skills, and presentation skills
  • Capable of working independently to develop relationships with customers and internal stakeholders
Perks and Benefits
  • Company-paid medical insurance
  • Health, vision, and 401K benefits
  • Ownership-driven culture
  • Generous vacation policy
  • Remote work setup

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