Customer Success Manager

4 weeks ago


Virginia Beach, Virginia, United States Hispanic Technology Executive Council Full time
Customer Success Manager

We are seeking a highly motivated and customer-centric individual to join our Customer Success Team as a Customer Success Manager. The Customer Success team will provide an effective model for onboarding, supporting, and building valuable relationships with business customers as they adopt our technology products.

Key Responsibilities
  • Cultivate trust and build relationships with business customers.
  • Help customers identify, document, measure, and achieve their desired business outcomes.
  • Create Customer Success plans and conduct periodic business reviews and check-ins with customers to ensure business success and align on ways to drive more value together.
  • Effectively advocate and represent the voice of business customers to influence organizational objectives, product roadmaps, and the overall customer experience.
  • Manage customer activity, identify risk and growth opportunities, and partner with internal teams to mitigate risks or close opportunities.
  • Deliver regular business reports that provide qualitative and quantitative descriptions of business performance.
  • Manage key processes including FAQ analysis, support case reviews, and customer feedback analysis.
  • Develop and maintain technical support procedures and policies.
  • Serve as a knowledge resource and escalation point for coworkers and customers.
  • Build credibility and trust within the team and with our business customers and stakeholders.
  • Work together with a team of Customer Success Engineers and Customer Success Managers to achieve organizational objectives, including the attainment of targets for customer satisfaction, service delivery, adoption, and renewal.
Basic Qualifications
  • Bachelor's Degree or military experience.
  • At least 3 years of experience in a customer-facing role in an organizational or entrepreneurial context.
  • At least 2 years of experience working with cross-functional teams.
Preferred Qualifications
  • Masters degree in business, business management, or other related field.
  • 5+ years of experience developing, marketing, selling, or supporting a client-facing technical product or service at scale.
  • 2+ years of experience working with senior and executive-level customer contacts.
  • Strong written and oral communication skills.
  • Demonstrable analytical thinking and business insight.
  • Demonstrated ability for relationship building and management.
  • AWS Certified Cloud Practitioner.
  • Snowflake Certified SnowPro Core.


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