Customer Success Manager

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Titan Cloud Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

☁️ SaaS

🤝 B2B

💰 Private equity on 2022-10

SaaS • B2B

Titan Cloud Software is a cloud-based software company. The provided website cookie and consent details (from titancloud. com) show integrations with HubSpot, LinkedIn, Google Analytics, ZoomInfo, BigMarker and Cloudflare, indicating an active web presence that uses marketing, analytics, and hosting/CDN services. From the company name and these site integrations, Titan Cloud Software appears to operate as a SaaS provider serving business customers online.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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