Customer Success Manager

6 days ago


Draper, Utah, United States Egnyte Full time
About Egnyte

Egnyte is a leading provider of secure multi-cloud platforms for content security and governance. With over 22,000 customers worldwide, we help organizations protect and collaborate on their most valuable content.

Job Summary

We are seeking a highly motivated Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for driving product adoption, maintaining healthy partnerships, and managing day-to-day activities with our most strategic customers.

Key Responsibilities
  • Become a product expert, including technical knowledge and practical business applications
  • Manage new customers after the implementation process to ensure successful onboarding and adoption of our platform
  • Develop strategic success plans for your customer segment, outlining critical success factors, metrics for success, timelines, and potential issues
  • Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
  • Keep customers informed of process and procedural changes
  • Manage resolution of escalated customer issues
  • Maintain a positive working relationship with Product Management and Engineering to resolve issues and communicate customer needs for future product enhancements
Requirements
  • 3+ years of customer-facing experience or equivalent with a track record of service excellence and best practices
  • Success managing customer relationships at a software or SaaS company
  • Proactive approach with a demonstrated capability to identify and mitigate risk
  • Experience working across multiple internal teams to resolve customer issues quickly and effectively
  • Previous experience with tech companies, specifically SaaS solutions
  • Excellent communication skills (writing, listening, phone)
  • A team player capable of high performance and flexibility working in a dynamic environment
What We Offer
  • Competitive salaries and comprehensive benefits
  • Company equity depending on role and level
  • Flexible hours and generous time off (RTO) to help support your work-life balance
  • Paid holidays and sick time
  • 401(k) Retirement Plan (Traditional and Roth)
  • Health Savings Account (HSA) and Employee Assistance Program (EAP)
  • Paid Maternal, Paternal, and Adoption Leave to help you grow your family
  • Modern and collaborative offices located in various locations
  • Gym, cell phone, and internet reimbursement
  • Free well-being apps and perks


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