Customer Success Manager

🕒 May 22

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Kentik

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS

Kentik is a network observability company that provides a comprehensive platform for optimizing cloud costs, performance, and security. Their solutions enable users to visualize all cloud and network traffic, monitor network performance, troubleshoot issues quickly, and ensure secure cloud migrations. Kentik helps organizations reduce cloud spend and mitigate DDoS attacks, while offering tools for network AI and hybrid cloud observability. The platform seamlessly integrates with existing tools, making it an essential resource for any team managing large networks.

📋 Description

• Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long-term health and success • Support customers through the Kentik Customer Journey: from on-boarding through adoption, to renewal and growth • Establish and maintain rapport with all assigned accounts • Work closely with your team of Post-Sales Engineers, Account Executives, Product Management, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes • Identify and call out account risks • Capture key customer needs, translate them to internal tasks, and execute • Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams • Ability to work in a customer-first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved • Travel on-site to key customers as needed

🎯 Requirements

• 5+ years of Customer Success Management / Account Management experience • Candidate must be based on the East Coast and willing to work EST hours • High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst.io, Pendo, Looker, etc.) • Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.) • Ability to speak with authority and lead customer meetings to favorable outcomes • Previous SaaS experience required • Revenue recognition experience in a SaaS framework is a strong plus • Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes • A “get it done” mindset • Enjoy what you do and bring your unique experience to benefit both the team and our customers • Ability to travel up to 25% of the time

🏖️ Benefits

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents • Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family • Paid family & medical leave • Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays • 401(k) retirement account • Home office reimbursement • Stock options