Customer Success Manager

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Serve as the primary contact and liaison with current customers.

• Oversee post-sale interactions, including opportunities for upselling/cross-selling, customer enablement, service performance, renewals, and enhancing the overall customer experience.

• Generate additional sales and preserve existing revenue through proactive engagement with customers.

• Familiarize customers with product improvements, service innovations, pricing strategies, and additional benefits offered by Megaport.

• Work collaboratively with Direct Sales Executives and Solutions Architects as part of the Integrated Accounts Team.

• Drive, expand, and maintain targeted revenue from current customers.

• Actively manage renewals and transition month-to-month customers to fixed-term subscriptions.

• Serve as a reliable advisor during onboarding and enablement to ensure rapid realization of value.

• Conduct structured outreach to encourage product adoption, awareness of solutions, and partner collaboration.

• Advocate for customers throughout their journey and assist in resolving any customer-related challenges.

• Cultivate the assigned customer base and implement engagement strategies tailored to opportunities and customer requirements.

• Analyze and report on customer experience trends, while identifying growth opportunities in SFDC.

• Maintain a comprehensive understanding of Megaport products, solutions, and competing services; suggest and demonstrate appropriate solutions.

• Review objectives with management and carry out aligned tasks.

• Collaborate with Sales, Marketing, Finance, Operations, and other departments to address revenue growth and customer challenges.

• Assess customer feedback and propose process enhancements and performance metrics.

⛳️ Requirements

• Minimum of 3 years of experience in the Enterprise software sector or Internet/Telecommunications industries.

• At least 3 years of experience in an Account Management or Customer Success capacity.

• Proven capability to thrive in a dynamic technical environment, managing multiple tasks or objectives.

• Excellent verbal and written communication skills.

• Ability to collaborate effectively across both internal and external organizations.

• Proven skill in identifying customer needs, understanding service challenges or pain points, and presenting appropriate solutions.

• Capacity to deliver revenue outcomes while utilizing a consultative sales approach.

• Ability to engage with broader teams to emphasize revenue generation and results.

• Competence in maintaining records, reports, and data in accordance with company standards, with a focus on revenue retention.

• Experience in proposing or implementing cloud and virtualized computing solutions within enterprise customer settings is highly preferred.

🏝️ Benefits

• Flexible working arrangements

• Birthday Leave

• Generous study and training budget plus 5 days of paid study leave

• Creative, enjoyable, and modern workspaces

• Enthusiastic team of industry experts and emerging talent

• Recognition of achievements through ‘Legend’ and ‘Kudos’ Awards

• Health and wellness initiatives