Customer Success Manager

🕒 Julho 27

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Titan Cloud Software

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2012

☁️ SaaS

🤝 B2B

💰 Private equity em 2022-10

SaaS • B2B

A Titan Cloud Software é uma empresa de software baseada em nuvem. Os detalhes de cookies e consentimento do site fornecido (de titancloud. com) mostram integrações com HubSpot, LinkedIn, Google Analytics, ZoomInfo, BigMarker e Cloudflare, indicando uma presença ativa na web que utiliza serviços de marketing, análise e hospedagem/CDN. Pelo nome da empresa e essas integrações de site, a Titan Cloud Software parece operar como um provedor SaaS servindo clientes empresariais online.

Descrição

• Own the ultimate success for a portfolio of Titan Cloud’s customer base; this includes seamless customer onboarding, project success, retention, and renewal • Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base • Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and “listening” points (e.g. on usage, program effectiveness) • Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor • Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth. • Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn • Drive and continuous improvement of customer reference ability, experience and health • Partner closely with sales to align on commercial strategies, renewal forecasting, white-space coverage plans, and account-level opportunities and risks • Lead commercial renewal negotiations for enterprise accounts, including contract terms, pricing structures, and multi-year agreements, ensuring on-time renewal execution and maximum ARR retention • Proactively identify and qualify upsell and cross-sell opportunities within the enterprise customer base, building business cases and partnering with sales to progress and close expansion revenue • Own and maintain strategic account plans for enterprise customers, mapping stakeholder hierarchies, business objectives, budget cycles, and commercial growth levers to drive long-term account expansion • Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks • Personally manage customer escalations and methodical approaches towards resolution • Track customer metrics and maintain customer health scorecards with clear action plan

🎯 Requisitos

• At least 5 years of experience in a high growth technology firm (preferably SaaS) in Customer Success, Account Management, Consulting or Engagement Management • Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value • Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth • Demonstrated experience managing and negotiating SaaS renewal contracts and commercial terms within enterprise organizations, with a track record of on-time renewals, strong ARR retention, and the ability to navigate complex procurement and legal processes • Proven ability to identify, qualify, and develop upsell and cross-sell opportunities within existing accounts, with experience building internal business cases and collaborating with sales to convert expansion pipeline into closed revenue • Experience developing and executing strategic account plans within large enterprise organizations, including executive relationship mapping, budget cycle management, and multi-year commercial growth roadmaps • A strategic thinker and creative problem solver • Analytical and detail oriented • Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners • Has superior organizational skills and the ability to prioritize and deliver on multiple priorities • Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues • Be able to work in a high growth environment and comfortable navigating through ambiguity • Bachelor's degree in Business, Computer Science or related field

🏖️ Benefícios

• Remote work environment • Flexible time off • End of Year Rest and Recharge • Eligibility To Participate In Equity For All Initiative • Medical Insurance (including HSA/FSA accounts) • Dental Insurance • Group Term Life Insurance • Vision Insurance • Disability Insurance • Maternity/Paternity Leave • 401(k) • Additional & Voluntary Benefits