Enterprise Client Success Manager

2 weeks ago

San Francisco, California, United States Cervin Full time
About the Role:

The Customer Success Manager plays a pivotal role within Cervin, reporting directly to the regional Customer Success leader. This position serves as the primary liaison for our clients following the sales process. As a subject-matter expert, you will guide our new and existing clients through implementation and adoption, ensuring they achieve their intended use-cases and derive maximum value from our solutions. The ideal candidate will possess a genuine passion for customer success, coupled with a strong interest in software development and DevOps, while also demonstrating a solid sales aptitude. At 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 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 Management: You will proactively identify and address risks that may hinder adoption or lead to churn. You will develop and implement risk mitigation strategies while collaborating with the account team to guide clients toward success.
  • Technical Support: You will maintain comprehensive knowledge of Cervin's products and provide clients with guidance on best practices for implementation and adoption.
  • Value-Driven Sales: You will monitor client progress against their key objectives, identifying opportunities for them to acquire additional products and services, as well as adopt new features to enhance the value of our solutions.
  • Trusted Advisor: You will build strong relationships with clients, understanding their needs deeply and acting as an extension of their team. You will offer tailored advice to help them maximize their investment in Cervin.
  • Champion Development: You will excel at identifying and nurturing key advocates within client organizations who promote the value of Cervin. Collaborating with these champions, you will leverage success metrics and insights to secure executive sponsorship.
  • Focus on Renewals and Growth: You will be responsible for managing renewals and identifying expansion opportunities within your accounts, working closely with clients and sales teams to ensure timely execution of renewal agreements.
About You:
  • Self-Starter: You are proactive and take ownership of your responsibilities, thriving in a fast-paced environment.
  • Commitment to Learning: You are dedicated to continuous personal and professional development and actively seek feedback for improvement.
  • Curiosity: You possess a strong desire to learn and ask insightful questions.
  • Communication Skills: Your verbal and written communication abilities are exceptional.
  • Organizational Skills: You manage your workload efficiently and prioritize tasks effectively.
  • Adaptability: You thrive in dynamic settings and adjust quickly to changing circumstances.
  • Sales Proficiency: You have a solid understanding of sales processes and are comfortable managing financial targets.
  • Problem-Solving Skills: You enjoy tackling complex challenges and can escalate issues when necessary.
  • Collaborative Spirit: You work well with others and proactively keep team members informed.
Qualifications:
  • 5+ years of experience in a customer-facing role, preferably in account management or customer success, with a proven track record of exceeding targets.
  • Experience managing the renewal process and being accountable for retention metrics.
  • Strong skills in discovery and qualification; familiarity with sales methodologies is advantageous.
  • Proficient in project management, ensuring accountability to timelines.
  • Experience with technical products, particularly in engaging with developers or technical users.
  • Experience in both proactive and reactive customer success initiatives.
  • While we will provide training on Cervin's offerings, a foundational technical knowledge is expected.
  • Proven ability to advocate for both clients and the organization, balancing client requests with company objectives.
Compensation:

Compensation ranges based on geographic zones for the role:

  • Zone 1: $169,000 - $199,000 (On Target Earnings includes base pay and commission)
  • Zone 2: $152,000 - $179,000 (On Target Earnings includes base pay and commission)
  • Zone 3: $144,000 - $169,000 (On Target Earnings includes base pay and commission)

Cervin values transparency and is committed to aligning compensation with employee needs. Actual compensation may vary based on experience and skills.

About Cervin:

Cervin is dedicated to enhancing software delivery processes, enabling businesses to thrive in the digital landscape. Our platform empowers developers to innovate rapidly while minimizing risks associated with software releases. By allowing targeted product experiences and gradual rollouts, we help clients avoid disruptive technology migrations.

Our mission is to improve the effectiveness of engineering teams and deliver consistent user experiences across various platforms. At Cervin, we believe in the strength of teamwork and are committed to fostering a respectful and inclusive workplace. We are an equal opportunity employer and value diversity within our organization.

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