Senior Customer Success Manager

2 months ago

Austin, United States Plivo Full time

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 understands 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

  • Senior Customer Success Manager

    5 days ago

    Austin, United States Plivo Full time

    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...

  • Senior Customer Success Manager

    4 weeks ago

    Austin, Minnesota, United States Caliber Sourcing Full time

    Job Title: Senior Customer Success ManagerAbout the Role:Caliber Sourcing is seeking a Senior Customer Success Manager to join our team. As a Senior Customer Success Manager, you will be responsible for managing a portfolio of customers, developing and nurturing long-term relationships, and establishing yourself as a trusted advisor. You will liaise between...

  • 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...

  • Senior Customer Success Manager

    3 weeks ago

    Austin, United States Optimizely Full time

    At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our...

  • Senior Customer Success Manager

    4 weeks ago

    Austin, Texas, United States Plivo Full time

    About the RoleThe Senior Customer Success Manager will be responsible for developing and nurturing long-term relationships with a portfolio of customers in the United States and Canada. This role requires a proactive approach to resolving customer issues promptly, outstanding communication skills, critical thinking, and impeccable time management.Key...

  • Senior Customer Success Manager

    6 months ago

    Austin, United States Forcepoint Full time

    Who is Forcepoint? Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+...

  • Senior Customer Success Manager

    4 months ago

    Austin, United States DISCO Full time

    Your Impact The Senior Customer Success Manager oversees the onboarding process for your clients, providing strategic guidance on utilizing DISCO products and services to meet their specific goals, and serve as a primary point of contact.. They collaborate closely with our sales, services, and our product team to increase usage of DISCO within named...

  • Senior Customer Success Manager

    3 weeks ago

    Austin, United States Nexthink Full time

    Company Description Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from...

  • Customer Success Manager

    6 months ago

    Austin, United States Dealhub Full time

    Description DealHub is a leading provider of sales engagement and revenue optimization solutions, empowering businesses to streamline their sales processes and drive growth. As a company that advocates a customer-first approach, we're known for our professional Success team and are hiring a Customer Success Manager for the Austin, TX team, who will ensure...

  • Customer Success Manager

    4 weeks ago

    Austin, United States Darktrace Limited Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Our roots lie deep in...

  • Customer Success Professional

    3 weeks ago

    Austin, Texas, United States Plivo Full time

    About the RoleWe are seeking a skilled Senior Customer Success Manager to join our team at Plivo. As a Senior Customer Success Manager, you will be responsible for developing and maintaining long-term relationships with our customers, ensuring their successful adoption of our cloud communications platform.Key ResponsibilitiesCustomer Success: Manage a...

  • Sr. FinOps Customer Success Manager

    1 month ago

    Austin, United States DigitalEx Full time

    Job Description: We are seeking a Senior FinOps Customer Success Manager (Sr. FinOps CSM) who combines technical expertise with a deep understanding of cloud financial management to drive success for DigitalEx's clients. In this role, you will serve as both a strategic advisor and a hands-on technical partner, ensuring that our customers derive maximum value...

  • Customer Success Manager

    3 months ago

    Austin, United States Iodine Software Full time

    Job Title: Customer Success Manager Join us. Let's make a direct impact in healthcare. Being an Iodine employee means becoming part of something bigger: using clinical AI technology to drive smarter healthcare processes and positively impact patient care. Who we are: Iodine is an enterprise AI company that is championing a radical rethink of how to create...

  • Customer Success Manager

    2 months ago

    Austin, United States Closinglock Full time

    Company Overview Closinglock is modernizing the real estate world's way of transferring information and funds to eliminate wire fraud and provide a secure, easy-to-use platform for title companies, law firms, and other financial services to protect themselves and their clients from wire fraud. We act in the long-term best interests of our customers by...

  • Customer Success Manager

    5 months ago

    Austin, United States Toolio Full time

    About Us At Toolio, we're on a mission to help retailers navigate the complex, competitive and ever-changing retail landscape so they can deliver what their customers want, when and where they want it. Merchandise planning is a key retail discipline that has been dominated by manual, error prone spreadsheets, and accurate inventory planning has never been...

  • Senior Sales Enablement Program Manager

    1 week ago

    austin, United States Sage Full time

    Job TitleSenior Sales Enablement Program Manager - Medium Customer Success/In Life Job DescriptionThe Senior Sales Enablement Program Manager, Customer Success/In Life will be responsible for developing and delivering sales enablement that drives sales effectiveness and productivity. The Senior Sales Enablement Program Manager will oversee enablement...

  • Customer Success Manager

    4 weeks ago

    Austin, United States Karbon Full time

    About Karbon Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee. We have customers in 34 countries and have grown into...

  • Customer Success Manager

    2 months ago

    Austin, United States Kastle Systems Full time

    Overview: Join the leader in providing smarter solutions for a safer world. The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial...

  • Customer Success Manager

    2 months ago

    Austin, United States Mesh Payments Full time

    At Mesh, we lead the way in revolutionizing Travel & Expense management for global enterprises. Our innovative solutions are streamlining travel and expense processes for thousands of companies, continuously expanding our reach and impact. As we push the boundaries in the T&E sector, we seek proactive innovators, strategists, and visionary thinkers eager to...

  • Customer Success Strategy and Operations Manager

    4 weeks ago

    Austin, Texas, United States BetterUp Full time

    About the Role:We are seeking a highly skilled Customer Success Strategy and Operations Manager to join our team at BetterUp. As a key member of our Go-To-Market (GTM) Operations team, you will be responsible for empowering our Global Accounts and Enterprise customer success and implementation teams to achieve our company goals.Key Responsibilities:Develop...