Senior Customer Success Manager

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

📋 Description

• Act as the primary account manager for intricate enterprise clients implementing various Flexera solutions in both cloud and on-premises environments.

• Proactively oversee customer portfolios, engaging in value and business-objective discussions throughout the customer journey.

• Assist strategic clients in recognizing measurable value, renewing contracts, and serving as references.

• Detect potential churn risks and formulate strategies for mitigation.

• Spot upsell and cross-sell opportunities for the Sales team.

• Coordinate contract renewals and expansions with Flexera’s various functions and departments.

• Enhance product adoption and manage both technical and business-related escalations.

• Identify account stakeholders and cultivate relationships.

• Initiate new value discussions proactively.

• Keep customers updated on Flexera news, product launches, capabilities, vision, mergers & acquisitions, and best practices.

• Develop and own a Customer Success enablement and development plan.

• Lead ongoing cross-functional projects aimed at continuous improvement.

⛳️ Requirements

• Extensive field and practitioner experience in the industry.

• Proven track record in leading complex projects and achieving business outcomes.

• Experience in software asset management, customer success, and/or consulting, likely with a software vendor, partner, or the software division of a major multinational IT firm.

• Domain expertise in one or more areas: data normalization for IT Asset Management, software license optimization, enterprise application portals, in-depth architecture and technology knowledge, application lifecycle management, cloud platform solutions, IT Service Management, or cybersecurity.

• Demonstrated ability to cultivate strong customer relationships and expand them proactively.

• Capacity to collaborate with cross-functional teams and facilitate communication between technical and commercial groups.

• Self-motivated, independent thinker, and enthusiastic learner.

• Proficient practitioner with a solid understanding of the business and language of IT.

• Excellent executive communication skills, including persuasion, conflict resolution, brevity, diplomacy, and negotiation.

• Comfortable utilizing CRM and Customer Success software such as Salesforce and Gainsight.

• Successful project management experience, including budget responsibility.

🏝️ Benefits

• Equal opportunity employer.

• Accommodations available for candidates who require them.

• Commitment to a diverse, equitable, and inclusive workforce.