Customer Success Manager II

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

📋 Description

• Ensure the successful onboarding of new customers through effective initial practices, engagement, and platform walkthroughs.

• Develop expertise in Egnyte products and demonstrate offerings to foster positive business results.

• Track customer account performance metrics and address any outstanding issues.

• Plan and implement deployment and adoption strategies in collaboration with account managers, aligned with client objectives and KPIs.

• Offer post-upsell resources concerning additional features and functionalities.

• Create and implement data-informed working documents and process documentation.

• Anticipate risks and opportunities throughout the customer lifecycle.

• Facilitate communication regarding account inquiries between customers and company resources.

• Stay informed about service matters, including technical implementations and activities.

• Collaborate with account teams on customer renewals that are at risk.

• Communicate customer feedback on product functionality and support to internal stakeholders.

• Ensure consistent adherence to Egnyte best practices and methodologies.

• Report directly to the Senior Manager of Customer Success.

⛳️ Requirements

• Minimum of 3 years of relevant industry experience.

• Strong customer service orientation with a passion for resolving customer issues.

• Ability to stay informed about product features and their impact on customer value.

• Enthusiasm for establishing new processes within a larger, rapidly growing organization.

• Capacity to perform effectively and adaptively in a dynamic environment.

• Proficient in analyzing and interpreting data using various tools (spreadsheets, BI, reports, etc.).

• Capability to develop action plans based on data analysis.

• Bachelor’s degree from an accredited college or university.

🏝️ Benefits

• Annual performance-based bonus targeted at 15% of base salary.

• Competitive salaries and comprehensive benefits package.

• Flexible working hours.

• Generous time off policy (RTO, Responsible Time Off).

• Paid holidays and sick leave.

• 401(k) plan with company matching contributions.

• Health Savings Account (HSA) with substantial employer contributions.

• Flexible Spending Account (FSA) options available.

• Up to 12 weeks of paid parental leave.

• 10 weeks of adoption leave.

• Gym reimbursement program.

• Reimbursement for cell phone expenses.

• Internet reimbursement available.

• Access to free well-being apps such as Spring Health for Guardian.

• Employee Assistance Program (EAP).

• Discounts on pet insurance, electronics, theme park tickets, travel, and more.

• Personal Egnyte account with lifetime access.

• HealthJoy benefits navigation app.

• One Medical virtual care services.

• Modern and collaborative office environment.