Customer Success Manager
6 days ago
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 SummaryWe 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
- 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
- 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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