Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🏆 Customer Success

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ConnectWise

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1982

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

💰 $585k Seed Round on 2019-06

SaaS • Cybersecurity • Enterprise

ConnectWise is a leading provider of software and services for managed service providers (MSPs), offering solutions designed to automate and streamline operations in IT management, cybersecurity, and business management. Their Asio platform is purpose-built for MSPs, delivering tools for unified monitoring and management, cybersecurity, data protection, and business management. ConnectWise provides services like professional services automation, remote monitoring and management (RMM), quote and proposal automation, IT documentation, and financial management among others. Through partnerships and integrations with top-rated vendors, ConnectWise enhances its offering for IT service management. The company also hosts industry events and provides community support to foster growth and innovation in the MSP sector.

📋 Description

• The Partner Success Manager I/ Customer Success Manager is responsible for alignment at the leadership level of our partners while building and maintaining strong relationships to help these select partners progress on their transformation journey. • This role works in partnership with cross-functional teams to help customers accelerate business value and ROI from their investment with ConnectWise. • Provides support to cross-functional teams, with a high attention to detail. • Use internal tools (e.g. Gong, Gainsight, Salesforce) to Research, analyze, and document findings. • Ensures that partners maximize ROI and adoption, and collaborate with other ConnectWise stakeholders to ensure adoption and a successful renewal. • Builds and nurtures relationships across accounts to solidify our partnership and commitment to the partner. • Effectively networks within accounts to help partners achieve their objectives. • Monitors partner usage data, health indicators, partner maturity scores, renewal dates, and growth opportunities and translates into strategies for success. • Develops an understanding of typical business challenges faced by partners to address their needs. • Identifies risks to the partner that inhibit their stated business goals and create mitigation strategies. • Navigates customer organizational structures to identify and build relationships with executives and stakeholders. • Propose solutions to partner problems based on the ConnectWise platform aligned to playbooks; escalate complex scenarios to senior resources. • Identifies escalations and coordinates resolution with leadership and cross-functional teams. • Conduct regular Quarterly Business Reviews (QBRs) with partners to assess performance, identify opportunities for growth, and strengthen strategic alignment.

🎯 Requirements

• Bachelor’s degree in related field or equivalent business experience • 1+ years of relevant experience • Experience with Customer Success fundamentals. • Ability to understand and articulate impact of new technology/processes to partner use cases. • Strong communication, organizational and analytical skills. • Possesses true grit and is driven to win. • Ability to quickly grasp and distinctly explain technological and business concepts. • Effective at leading and facilitating partner executive meetings (QBRs). • Effectively adapts to changing priorities and transitions between tasks seamlessly, delivering results under tight deadlines. • Demonstrates comprehensive knowledge of SaaS business models, including subscription management, cloud-based service delivery, product scalability, security protocols, and customer relationship best practices.

🏖️ Benefits

• 30% travel may be required.