Customer Success Manager II

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🔥 0 minutes ago

🗽 New York, North Carolina, +3 more states – Remote

🗽 New York – Remote 🌲 North Carolina – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote

💵 $81.4k - $122k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🚘 Automotive

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Automotive • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

📋 Description

• Manage a portfolio of assigned customers as the primary Customer Success contact • Develop and maintain Customer Success Plans aligned with customer objectives and desired outcomes • Monitor customer adoption, utilization, and account health to identify opportunities and risks • Help customers maximize the value of RapidScale solutions throughout their lifecycle • Escalate concerns and coordinate internal resources to drive timely resolution • Guide customers through onboarding, adoption, engagement, and renewal readiness • Conduct customer touchpoints, business reviews, and Quarterly Business Reviews • Maintain account documentation, engagement plans, and success metrics • Partner with Sales, Delivery, Operations, Consulting, Engineering, and Support • Support renewals, retention efforts, and identification of additional solution opportunities • Build trusted customer relationships through proactive communication and follow-through • Follow Customer Success methodologies, playbooks, and operational processes • Provide process-improvement feedback and participate in team initiatives, training, and continuous improvement

🎯 Requirements

• Bachelor's degree in a related discipline and 4 years' experience in a related field; alternatives include a master's degree and 2 years, a Ph.D. and up to 1 year, or 8 years' experience • Experience in Customer Success, Client Services, Account Management, Customer Experience, or Consulting within a B2B technology or services environment • Experience managing customer relationships and supporting customer adoption, retention, and satisfaction • Strong communication, relationship management, and problem-solving skills • Ability to collaborate across cross-functional teams in a matrixed organization • Strong organizational skills and ability to manage multiple customers and priorities simultaneously • Experience using CRM and Customer Success platforms • Preferred: experience in managed services, cloud, SaaS, cybersecurity, or hybrid infrastructure • Preferred: familiarity with Customer Success metrics including health, adoption, retention, and renewal readiness • Preferred: experience facilitating business reviews and presenting performance metrics • Preferred: working knowledge of AWS, Azure, Google Cloud, VMware, or related technologies • Preferred: experience identifying growth opportunities and partnering with Sales • Must be currently authorized to work in the United States for any employer • No current or future sponsorship; no OPT, CPT, STEM/OPT, or visa sponsorship

🏖️ Benefits

• Flexible vacation with pay • Seven paid holidays throughout the calendar year • Up to 160 hours of paid wellness annually for the employee or family members • Bereavement leave • Time off to vote • Jury duty leave • Volunteer time off • Military leave • Parental leave • Health care insurance (medical, dental, vision) • Retirement planning (401(k)) • Paid sick leave • Flexible vacation/wellness days and/or PTO • Reasonable accommodations for qualified applicants or employees with disabilities