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Principal Customer Success Manager
4 months ago
Own is the leading data platform trusted by thousands of organizations to protect and activate SaaS data to transform their businesses. Own empowers customers to ensure the availability, security and compliance of mission-critical data, while unlocking new ways to gain deeper insights faster. By partnering with some of the world's largest SaaS ecosystems such as Salesforce, ServiceNow and Microsoft Dynamics, Own enables customers around the world to truly own the data that powers their business.
It's their platform. It's your data. Own it.
The Job
Own Company is seeking a highly motivated and experienced Principal Customer Success Manager to join our Customer Success organization and support Own's strategic and enterprise customer segment. In this crucial role, you will play a key part in shaping the overall customer experience, working diligently to guarantee that our valued customers derive maximum value from the software and services they have acquired. As a Principal CSM, you are also expected to contribute thought leadership and drive team collaboration with Own's Customer Success organization and cross functionally within Own. Your commitment to driving differentiated value realization will set new standards for excellence in customer success at Own. Your success will be measured by key performance indicators, including customer retention, renewal rates, upsell, cross-sell, expansion, and customer satisfaction.
Your Day-to-Day Role
- Customer Relationship Management: Develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and
objectives. - Customer Onboarding: Collaborate with cross functional teams to ensure seamless
onboarding and training for new customers. - Customer Outcome Objectives and Success Plans: Collaborate with Account Executives
and Solution Engineers to understand client business drivers and outcome objectives
and partner with clients to develop success plans and outline value expectations. - Renewal and Retention Management: Proactively manage the renewal process to
ensure customer retention targets are met and exceeded. - Mitigate Churn: Monitor product usage, adoption and customer sentiment and identify
potential areas of concern and develop mitigation plans, ensuring high customer
satisfaction and subsequently high renewal rates. - Upsell: Identify opportunities for additional licenses, features and services within
existing Own user accounts and actively lead these efforts to successful closure. Actively
participate and/or lead the sales process to win these upsell opportunities. - Cross-Sell and Expansion: Work with cross-functional teams to identify opportunities
for selling additional products and services. Partner with customer stakeholders to
expand Own's customer stakeholder network to position and win new cross sell and
expansion opportunities. - Customer Advocacy: Identify and recruit satisfied customers to become advocates,
participate in case studies and user communities, and refer Own solutions to others. - Product Expertise: Demonstrate an in-depth understanding of Own solutions, enabling
you to provide expert guidance and insights on how to maximize the value of our
offerings. - Pre-Sales Support: Provide support to Account Executives during the pre-sales process
and position Own's Customer Success framework as a differentiator. - Data Analysis: Utilize data-driven insights to monitor customer health, identify trends,
and implement proactive measures to enhance customer success. - Thought Leadership: Demonstrate and inspire thought leadership which drives cross
functional collaboration, improvements to Customer Success practices and accelerated
customer value realization.
- Bachelor's degree and 7+ years of relevant experience
- 10+ years experience in customer facing roles building and expanding relationships where you have direct or indirect accountability to produce results aligned to fiscal quarter and year targets
- Proven experience in customer success within the SaaS industry
- Results-driven with a track record of meeting and exceeding customer success targets
- History of success driving customer retention and ARR growth across a book of business ranging from 30-50 customers
- Demonstrated experience developing customer success plans and enabling customer defined value to be realized
- Prove ability to partner with customers to validate value realized and monetize ROI
- Understanding of backup, recovery, archive and other data management and protection technologies preferred
- Ability to manage a portfolio of strategic and enterprise level accounts of various sizes in a fast-paced, dynamic environment
- Salesforce end user proficiency is required, and Salesforce administration experience is preferred
- Experience using Gainsight as a Customer Success tool is required
- Ability to operate effectively both independently and within a team
- Takes initiative, intellectually curious, and has a strong desire to learn
- Strong analytical and problem solving skills
- Excellent communication, negotiation, and presentation skills
- Comfortable with travel to customers (20% of the time)
This is a full-time position. The ideal candidate will work out of our San Diego, CA office a minimum of 3 days per week to maximize collaboration and interaction with the business. Travel may be required.
Own is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.
Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. Own is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.
Learn more at owndata.com.
#LI-Onsite
Important Details
This is a full-time position. The ideal candidate will work out of our San Diego, CA office a minimum of 3 days a week to maximize collaboration and interaction with the business. Travel may be required.
The base salary hiring range for this position is $106,400 to $133,000 The actual amount to be offered to the successful candidate will be dependent upon various factors such as education, training, skills, qualifications, competencies, years of experience, job-related knowledge, scope of the role, and location.
Own is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week.
Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. Own is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.
Learn more at owndata.com.
#LI-Hybrid
