Customer Success Manager

SUMMARY OF POSITION

Through team leadership and outstanding communication regarding what matters to our customers, this role will inspire Customer Success across all of Netrio (formerly Agio). The Customer Success Manager directly contributes to client improvement, resulting in higher client retention and team/company growth.

Your concise, relevant, and clear communication across Netrio (formerly Agio) teams including Cybersecurity, XDR and Managed Services ensure continuity of services, an improved customer experience, and a coordination of data driven metrics. Consistent action plan execution and fearless communications increase client loyalty, set the entire team up for success, and allow business leaders to focus on the strategy and vision of the team. The Customer Success Manager will be empowered to challenge the status quo, acting as both a team player and as someone who can work independently.

RESPONSIBILITIES

Data

• Provide reporting for Customer Success Managers on current and past results, renewals, upsell forecasts, and client technology
• Track leading indicators of customer health, churn, customer adoption, renewals, and upsell opportunities.
• Provide actionable, fact-based research and insight that align with objections, goals, and business decisions

Process

• Determine the timing and content of appropriate touch points for CSMs throughout the customer journey to drive optimal adoption and retention.
• Drive coordination of 1-Many communications within the CSM team to synchronize email outreaches.
• Responsible for delivery, and accuracy of Agio Insights reports.
• Detect early signals of at-risk renewals, design actions to address them, and provide paths to escalations when needed.
• Identify areas for upsell and cross-selling opportunities

Cross Functional Coordination

• Ensure clear and consistent communication channels are established between Managed IT, XDR and Cybersecurity governance teams.
• Coordinate cross functional processes that help meet renewal and upsell targets which include processes for CSMs to:
• Relay customer feedback to the product management team
• Align with support team on resolution of major cases
• Provide feedback to Marketing on the readiness of our customers
• Help the Professional Services team overcome delays in implementation.
• Manage expectations and be able to say "no".
• Monitor multiple projects and report status to team, stakeholders, customers, and leadership team.
• Manage tradeoffs and be able to advise on the impact of changes in features, schedules and scope and how that impacts cost, delivery, and project objectives. Invoke change orders as needed.
• Measure customer performance, LTV, and other sales metrics using appropriate tools and techniques.
• Perform risk management to minimize project risks.
• Create and maintain comprehensive process documentation.

SKILLS & QUALIFICATIONS

• Exceptional creative and critical thinking capabilities
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers paired with a passion for driving growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and data-driven mindset
• Demonstrated desire for continuous self-improvement and learning
• Excellent communication and presentation skills
• Mentorship of Customer Success Manager team
• Expert knowledge across Agio's service offerings
• 5 to 7 years previous experience in a Customer Success or sales role

PREFERRED EXPERIENCE

• Working knowledge of the financial services industry specifically hedge-funds, private equity, and other alternative asset firms
• Demonstrated knowledge of Managed Service Provider roles and themes
• Demonstrated technology experience:
• Microsoft solutions including: Azure, M365, Intune, ASR, Teams, and SharePoint
• Server technology including: Windows, Linux
• Networking technology including: Cisco, PaloAlto

The pay range for this position is $120,000 to $140,000 annually and is applicable for candidates who will be working in the following location[s] New York. This range is subject to adjustment for other geographic work locations. In addition to geographic location, Netrio considers education, experience, internal equity, market demands, and other qualifying criteria to determine starting salaries.

Other compensation includes variable compensation plan based on performance.

In addition to compensation benefits, Netrio offers a variety of health and welfare benefits, based on eligibility, including medical and dental insurance, term life insurance, wellness programs, career development, and enrollment in our company 401(k) plan with company match.