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Senior Customer Success Manager

2 months ago

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

The Customer Success Manager will report directly to the regional Customer Success leader and act as the primary liaison for our clients after the sales process. This individual will be a subject-matter expert for Cervin, guiding both new and existing clients through the implementation and adoption phases, ensuring they achieve their desired outcomes and realize the full value of our solutions. The ideal candidate will possess a strong passion for customer success, an interest in software development and DevOps, coupled with a solid understanding of sales principles. At Cervin, we prioritize customer satisfaction and aim for 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 includes developing success plans to expedite client onboarding, managing projects throughout the onboarding process, assisting clients in utilizing the most suitable enablement resources, and continuously evaluating client adoption.
  • Risk Management: You will proactively identify and address potential risks that may hinder adoption or lead to churn. You will be responsible for creating a risk mitigation strategy and collaborating with the account team to guide clients toward success.
  • Technical Support: You will maintain an in-depth understanding of Cervin's products and be expected to offer clients guidance on best practices for implementation and adoption.
  • Value-Driven Sales: You will keep track of your clients' progress against their key objectives, identifying opportunities for them to acquire additional products and services, as well as adopt new features to maximize the value of our offerings.
  • Trusted Advisor: You will develop a deep understanding of your clients' needs and build enough trust to act as an extension of their team, providing tailored guidance to help them maximize their investment in Cervin.
  • Champion Development: You will excel at identifying and nurturing key advocates within your clients' organizations who promote the value of Cervin. Working alongside these champions, you will leverage success metrics and insights to gain executive sponsorship.
  • Focus on Renewals and Growth: You will be comfortable managing a number and forecasting weekly. You will collaborate directly with clients, sales, and the deal desk to ensure timely execution of renewal agreements and identify expansion opportunities within your accounts.
About You:
  • Self-Starter: You are proactive and take ownership of your responsibilities, demonstrating a sense of urgency in all tasks. You thrive in a dynamic, fast-paced environment.
  • Commitment to Learning: You are passionate about continuous improvement and personal development. You actively seek feedback as a tool for growth.
  • Curiosity: You possess a strong desire for knowledge and are naturally inquisitive.
  • Exceptional Communication: Your communication skills, both written and verbal, are exemplary.
  • Organized and Independent: You efficiently manage your workload and have a clear process for prioritizing tasks without needing extensive direction.
  • Adaptable: You excel in a fast-paced and ever-changing organizational environment.
  • Sales Proficiency: You have a strong sales background, excellent negotiation skills, and are eager to manage a revenue target.
  • Problem Solver: You possess strong analytical skills and enjoy tackling complex client challenges, escalating issues when necessary in a clear and effective manner.
  • Collaborative: You work well with others, knowing when to involve specialists or leaders, and proactively keep others informed.
Qualifications:
  • 5+ years in a client-facing role, preferably in account management, customer success, or onboarding/implementation, with a proven track record of exceeding targets.
  • Experience managing the renewal process and being accountable for retention metrics.
  • Strong discovery and qualification skills; familiarity with 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.
  • Experience in both proactive and reactive customer success strategies.
  • While we will provide training on Cervin's offerings, a foundational level of technical knowledge is expected.
  • Proven ability to advocate for both clients and the organization, balancing client requests with company objectives.
Compensation:

Compensation ranges are based on geographic zones and include base salary and commission.

About Cervin:

Cervin is dedicated to transforming software delivery, addressing the challenges of slow development cycles and fragmented customer experiences. Our platform empowers developers to innovate more rapidly while ensuring stability and reliability. By enabling targeted product experiences and gradual feature rollouts, we help clients avoid disruptive technology migrations.

At Cervin, we believe in the strength of collaboration and are committed to building a respectful and inclusive team. We are an equal opportunity employer and value diversity in our workforce.