Senior Customer Success Strategist

2 weeks ago

San Francisco, California, United States Cervin Full time

Position Overview:

The Customer Success Strategist will report directly to the regional Customer Success leader and serve as the primary liaison between Cervin and our clients following the sales process.

This role requires expertise in guiding our new and growing clients through implementation and adoption, ensuring they achieve their desired outcomes and realize the full value of our offerings.

The ideal candidate will possess a strong passion for customer success, a solid understanding of software development and DevOps, and a robust sales mindset.

In Cervin, we prioritize customer satisfaction and are committed to significant growth year over year.

Key Responsibilities:

Client Onboarding:
You will facilitate the transition of new clients from the sales handoff to successful product activation.

This involves creating success plans to expedite client onboarding, managing projects throughout the onboarding phase, assisting clients in utilizing the most suitable enablement resources, and continuously evaluating client adoption.


Risk Assessment and Management:
You'll proactively identify and analyze risks that may hinder adoption or lead to churn.

Your role will include developing a risk management strategy and collaborating with the account team to guide clients toward success.


Technical Support:
You'll maintain an in-depth understanding of Cervin's products and be expected to provide clients with guidance on best practices for implementation and adoption.

Proactive Sales:
You will monitor client progress against their key objectives and identify opportunities for them to purchase additional products, services, and features that enhance the value of our solutions.

Trusted Advisor:

You will develop a deep understanding of your clients and build trust to act as an integral part of their team.

You will offer tailored advice to help clients maximize their investment in Cervin.

Champion Development & Executive Engagement:
You will excel at building relationships with key advocates within client organizations who promote the value of Cervin.

Working alongside your champions, you will leverage success metrics and insights to secure executive sponsorship.


Focus on Renewals and Growth:
You will be responsible for managing a portfolio and providing forecasts on a weekly basis.

Your role will involve collaborating with clients, sales, and deal desk to ensure timely execution of renewal agreements and identifying growth opportunities within your accounts.


About You:

Self-Starter and Driven:
You take initiative and ownership of your responsibilities, operating with a sense of urgency in a fast-paced environment.

Commitment to Learning and Development:
You are passionate about continuous improvement and personal growth at Cervin, actively seeking and providing feedback.

Curiosity and Knowledge-Seeking:
You possess a strong desire to learn and are naturally inquisitive.

Exceptional Communication Skills:
Your verbal and written communication abilities are outstanding.

Organized and Independent:
You efficiently manage your workload and have a structured approach to time management, requiring minimal external direction.

Adaptability:
You thrive in a dynamic and fast-paced organizational environment.

Sales-Oriented Mindset:
You have strong negotiation skills and are eager to take ownership of your targets.

Problem-Solving Skills:
You possess critical thinking abilities and enjoy tackling complex client challenges, escalating issues as necessary in a clear and effective manner.

Collaborative Team Player:
You work well with others, knowing when to involve specialists or leaders and keeping stakeholders informed proactively.

Qualifications:


5+ years in a client-facing role, preferably in account management, customer success, or onboarding/implementation, with a proven track record of exceeding goals.

Experience managing the renewal process and being accountable for retention targets. This is a commercially focused Customer Success team.
Strong discovery and qualification skills; training in sales methodologies is preferred.
Proficient project management skills, with experience holding clients and cross-functional teams accountable to timelines.
Experience with technical products, ideally engaging with developers or other technical stakeholders as primary clients. Familiarity with the DevOps sector is preferred.
Experience in both proactive and reactive customer success strategies.
We will provide training on Cervin's offerings, but a foundational level of technical knowledge is expected.
Proven ability to advocate for both clients and the organization.

You know how to represent the client's voice within the company while balancing their requests with the company's objectives.


Compensation:
Target compensation ranges based on geographic zones for this level.

Cervin operates with a high level of trust and transparency; we are open about pay ranges for our roles to align with your expectations. Exact compensation may vary based on skills, experience, and location.


About Cervin:
Cervin is dedicated to transforming the landscape of software delivery, addressing the challenges of slow development cycles, costly outages, and fragmented customer experiences that hinder developers from achieving their best work.

Our platform empowers developers to innovate more rapidly while providing safeguards to mitigate risks when issues arise.

Developers can tailor product experiences to specific customer segments, maximizing the impact of every feature. By gradually rolling out new components, they can avoid disruptive technology migrations.

At Cervin, we believe in the strength of teamwork. We are building a culture that values humility, openness, collaboration, respect, and kindness. We are an equal opportunity employer and embrace diversity within our organization.

We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

We invite any applicant to review our written Affirmative Action Plan.

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