Customer Success Manager

🕒 il y a 11 jours

🇬🇧 Royaume-Uni – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Ping Identity

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2002

💼 Conseil

🏥 Santé

📦 Logistique

💰 €35 000 000 Series F - Ping Identity en 2014-09

Consulting • Healthcare • Logistics

Content Conspiracy est une agence créative de copywriting et de design. L’entreprise est spécialisée dans la production d’un large éventail de contenus et de services de design qui aident les marques à se démarquer et à faire entendre leur voix. Nos prestations incluent la rédaction (copywriting) et l’édition pour divers usages tels que les rapports annuels, les brand stories et les contenus web, ainsi que des services de contenu créatif et de design comme la conception de logos et d’identités visuelles, d’infographies et de sites web. Content Conspiracy propose également des formations et des services d’Instructional Design via des ateliers sur mesure et des programmes de formation à la communication d’entreprise. Entreprise agile et 100 % remote, elle opère depuis Bengaluru, Mumbai et Boston, et accompagne une grande variété de clients à travers le monde.

Description

• Drive adoption, value realization, renewal, and expansion within a defined portfolio of customers • Act as the primary post-sales relationship owner and orchestrate resources across Support, Product, Services, and Sales • Own customer health, retention, and risk management in partnership with Sales and Renewals • Build, maintain, and execute customer success plans with business outcomes, milestones, and owners • Identify renewal and churn risk, create save plans, and track mitigation activities • Surface and qualify cross-sell, up-sell, and use-case expansion opportunities with Sales/Account Management • Translate customer objectives into measurable outcomes and track and communicate progress • Review usage data, health scores, and telemetry to drive adoption and prevent value erosion • Deliver value-focused reviews such as Success Plan Reviews and EBRs • Build trust-based relationships with customer contacts, project owners, and business sponsors • Run check-ins, workshops, and governance reviews tailored to customer segment and lifecycle stage • Capture and share customer feedback and ensure issues reach resolution • Develop customer advocates for references, testimonials, case studies, and events • Maintain accurate customer records in CS tools and CRM • Use standardized playbooks and processes for adoption, development, and renewal preparation • Provide leadership visibility into account status, risk, and opportunity • Improve CS processes, templates, and best practices • Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement • Work with Support and Engineering on escalations and repeat-issue prevention • Collaborate with Product Management and CS Architecture/Onboarding to share insights and influence roadmap and enablement • Coordinate with Professional Services on scoping, delivery alignment, and handoffs • Work toward KPIs including renewal rate, NRR/expansion pipeline, portfolio health, strategic touchpoint delivery, advocacy/satisfaction, and operational excellence

🎯 Exigences

• Experience in Customer Success, Account Management, Consulting, or similar customer-facing role in B2B SaaS / enterprise software • Proven track record managing a portfolio of mid- to large-enterprise customers and delivering against retention targets • Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion • Ability to engage confidently with technical and non-technical stakeholders, from admins to Director/VP level • Comfortable working with data and dashboards, including usage, health, NPS/CSAT, and turning insights into clear actions • Excellent communication, presentation, and storytelling skills • Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams • Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS preferred • Hands-on experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero and CRM such as Salesforce preferred • Experience running QBRs/EBRs and building structured success plans preferred • Exposure to working with distributed/global teams preferred

🏖️ Avantages

• A company culture that empowers you to do your best work • Employee Resource Groups that create a sense of belonging for everyone • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) • Flexible, collaborative work environment