Job Summary
The Customer Success Manager (CSM) is responsible for developing and expanding customer relationships that promote successful adoption, retention, and loyalty, leading to a successful renewal and a world class customer experience. The ideal candidate has the ability to build strong relationships with influencers and decision makers, has strong project management skills, and the tenacity and proactiveness to drive desired outcomes for our customers.
This is a 100% remote role with the opportunity for travel/visiting customers.
Responsibilities
- Own the customer success strategy for accounts within the commercial sales region, ensuring long-term satisfaction and value realization.
- Have a detailed understanding of the overall account health and identify any risks for all assigned accounts.
- Monitor services projects to ensure they align with the success criteria and business objectives defined by the account owner.
- Promote best practices and usage of Exabeam's products.
- Promote the maximum value of customer's investment in Exabeam, including full utilization of customer licenses, and collaborating with sales teams to ensure growth attainment and increased footprint.
- Partner with Sales, Engineering, Cloud Operations, Support, and Professional Services in a collaborative manner, with the goal of improving the customer experience and operating more efficiently as a company.
- Work closely with Sales, Services, and Product teams to provide customer feedback and improve offerings
- Track key customer success metrics, including health scores, adoption rates, and ROI achievement.
- Work with the account teams to ensure a 90% on-time renewal rate. This includes following the company’s renewal process; quotes are going out on time, and providing insight and guidance to the sales reps to help them forecast renewals accurately.
Skills & Experience
- Bachelor’s degree in a technical or business field or relevant experience.
- 3-5+ years' experience in software, SaaS, or IT/management consulting role (security domain experience preferred, not required)
- Prior experience owning customer lifecycle adoption, renewal/expansion, or escalation customer management in the enterprise space
- Proven ability to pick up new products quickly
- Experience with ‘Salesforce’ or an equivalent CRM system
- Ability to travel (up to 10-25%) across the region to visit customers
Exabeam Total Rewards offers you:(Subject to applicable eligibility requirements)
The annual starting salary for this position is between 125,000 annually depending on experience and other qualifications of the successful candidate.
Bring your Whole Self to Work!Diversity, equity, and inclusion are at the core of who we are. At Exabeam, we know that diverse perspectives spark innovation, improve creativity, and position our team for success. Creating a culture where all are welcomed, valued, and empowered to achieve their full potential is important to who we are today and in the future. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors.
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