Manager, Customer Success

October 28

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Confluent

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Artificial Intelligence • SaaS • Cloud Computing

Confluent is a company that specializes in data streaming platforms which turn real-time data events into actionable outcomes. Their solutions enable the development of intelligent, real-time applications, empowering teams and systems to respond to data instantly. Confluent builds a new data category that impacts the real world by providing the infrastructure for real-time data streaming, which is recognized and partnered with major tech companies like Google Cloud and Microsoft. The company maintains a remote-first culture, hiring talent from over 25 countries, and values diversity and inclusivity in their workplace.

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

☁️ SaaS

💰 Secondary Market on 2021-06

📋 Description

• Directly oversee a team of Customer Success Managers, including coaching, mentorship, and assistance to measure, promote, and maintain high levels of customer health, as well as ensuring CSMs have all resources needed to be successful in their daily workflow. • Planning an efficient and effective account coverage in their region, in line with the EMEA CSG coverage guidelines. • Accountable for success metrics of a defined account base across EMEA. • Leading the Enterprise and Scale Success Success motions in their region. • Drive Strategic Forecasting: Own the regional Customer Success renewal forecast, collaborating with senior Sales and CSG leadership to provide actionable insights and strategic recommendations necessary to achieve best-in-class retention rates by ensuring maximum customer value realization. • Partnering with the management team of the rest of the CSG roles (Solutions Engineers, Customer Technical Success Managers) for an optimal synchronization across roles. The candidate should have a strategic approach to driving results in partnership with other functions. • Collaborating with sales, support, marketing, and other field teams on addressing issues which may be impeding customers’ success with Confluent products and expansion of use within an account. • Continuously working to improve and scale the Global Customer Success organization by sharing process frameworks, tools, and best practices that can be easily adopted to increase organizational development and efficiency.

🎯 Requirements

• 10+ years’ relevant experience in Account Management, Sales, Customer Success with a track record of increasing customer satisfaction, adoption, and retention. • 5+ years in leadership with a track record of previously successfully managed a team of +5 direct reports. • Strong executive presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders. • Strong customer-centric mindset. Awareness of customer journey framework with the ability to prescribe ideal outcomes and guide customers along the path. • Experience identifying risk and running mitigation plays against customer churn. In tandem, proactively crafting structures to ensure risk does not become a pattern across a base of accounts. • Contract negotiation experience with ability to provide timely recommendations and drive decisions for mutually beneficial outcomes. • Enterprise technology aptitude.

🏖️ Benefits

• Competitive salary • Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options