Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify and nurture key customer champions across various segments of the customer organization, taking charge of the customer’s long-term health and success.

• Guide customers through the Kentik Customer Journey, from onboarding and adoption to renewal and growth.

• Build and sustain strong relationships with all assigned accounts.

• Collaborate closely with your team of Post-Sales Engineers, Account Executives, Product Management, Sales Engineers, and Kentik Leadership to ensure customers enjoy an optimal experience and achieve their desired outcomes.

• Recognize and highlight account risks.

• Gather key customer requirements, translate them into internal tasks, and execute accordingly.

• Strive to become each customer’s trusted advisor by demonstrating a high level of emotional intelligence and advocating for customers within other Kentik teams.

• Work effectively in a customer-first, collaborative team environment, supporting colleagues and sharing insights on what works and what could be enhanced.

• Travel on-site to key customers as necessary.

⛳️ Requirements

• Over 5 years of experience in Customer Success Management or Account Management.

• Candidates must reside on the East Coast and be willing to work during EST hours.

• Strong proficiency in Salesforce CRM, Google Suite, and modern SaaS Customer Success tools (such as Catalyst.io, Pendo, Looker, etc.).

• Excellent communication skills, with the ability to select the appropriate mode of communication naturally (email, phone, messaging, etc.).

• Capability to speak with authority and lead customer meetings to achieve favorable outcomes.

• Prior experience in the SaaS industry is required.

• Experience with revenue recognition in a SaaS context is a significant advantage.

• High emotional intelligence, with the aptitude to interpret interpersonal and unspoken communication to facilitate better outcomes.

• A proactive "get it done" mentality.

• A passion for your work, bringing your unique experiences to enhance both the team and our customers.

• Willingness to travel up to 25% of the time.

🏝️ Benefits

• The company covers 100% of premiums for health, vision, and dental insurance for you and your dependents.

• An annual Health Reimbursement Account (HRA) of $3,000 for individuals or $4,500 for families.

• Paid family and medical leave.

• Open PTO policy, a quarterly Wellness Day, and at least 10 paid holidays.

• 401(k) retirement plan.

• Home office reimbursement.

• Stock options.