Senior Customer Success Manager
Senior Customer Success Manager
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1 Vacancy
Job Description
Overview of the position:
The Senior Customer Success Manager (CSM) is passionate about making customers wildly successful with Scaled Agiles (SAI) offerings. As masters of Success Management principles and processes Senior CSMs drive adoption retention and expansion by aligning customer needs and relationship management with bestinclass Customer Success tools and methodologies with our most important enterprise customers. Scaled Agiles Senior CSMs are seasoned experts in Success Management Agile methodologies and SaaS products adept at cultivating positive business outcomes with customers by proactively acting as trusted advisors responsible for driving adoption and optimized use of SAFe Enterprise.
As part of the companys Customer Success organization and reporting to the VP of Enterprise Accounts and Customer Success the Senior CSM is responsible for the adoption (time to first value) and retention of their portfolio of customers. The ideal candidate is passionate about SAIs mission to help customers be successful with SAFe and attain and sustain business agility. As a key source of voice of the customer inside SAI our CSMs are active listeners as well as strategic thinkers who understand that wearing both the companys and customers hats is a privilege that equates to success for both.
What youll be doing:
Manage most strategic and growth accounts of our Enterprise customers driving account health consumption and revenue growth.
Guide customers proactively along their agile transformation using SAFe Enterprise and SAFe Collaborate.
Drive plans strategies positive outcomes with Customer Success tools including success plans customer journeys playbooks etc.
Use your strong Executive presence to build relationships with Customers Csuite and hold highly impactful EBRs
Create own and follow through success plans that drive strategic results
Persuade customer participation in Advisory Boards case studies testimonials
Identify and own resolution of internal and external challenges opportunities as they arise
Use your creative mindset to find new ways to improve customers use satisfaction consumption of SAFe products
Work as a team with Regional teams Customer Success Marketing and Product on shared account management activities
Responsible for drawing upon the skills and resources across the organization to continually provide value that supports our biggest customers adoption and growth
Collaborate closely with CS Ops Sales Ops and IT to continuously improve our tools processes and capabilities
Contribute to knowledge base with articles internal and customerfacing artifacts
Evangelize new product features & provide customer feedback to Scaled Agiles Product team.
Qualifications :
A successful candidate will have:
7 years of experience in B2B environments working directly with customers in a success sales or support role(s) with a stellar track record interacting with leaders at the Global 2000
3 Customer Success Management experience working in a high touch or mix touch engagement model managing through key customer lifecycle milestones
Experience working on Agile teams or with those using Scaled Agile Framework (SAFe)
SAFe and/or Agile Certifications Required
Certified SAFe Program Consultant (SPC)
Certified SAFe Scrum Master (SSM) desirable
A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way
Strong interpersonal skills and ability to build good internal and external relationships
Strong written and oral communication skills
A track record for thriving in an empowered fastpaced environment
Experience with Salesforce Sales and Service Cloud Gainsight or equivalent CRM systems
The ability to travel 1015 of the time 12 territory trips/quarter)
A Bachelors Degree in Business Marketing or related field; or equivalent professional working experience
Additional Information :
Culture Index Survey: As part of our recruitment process we are utilizing Culture Index. To proceed with your application please click on the link provided to fill out the survey: youll be working: We proudly support a collaborative remote environment for our globally distributed teammates while also using our Boulder office as a resource. #LIRemote
Compensation: Scaled Agile is committed to fair and equitable compensation practices. The base salary range for this role is $95000 to $115000 annually with an additional 25 variable compensation. Final compensation for this role will be determined by various factors such as a candidates relevant work experience skills industry knowledge certifications and location.
All your information will be kept confidential according to EEO guidelines.
SAI is committed to providing opportunities for professional growth. This position is also posted internally.
Employees of Scaled Agile are also compensated with a competitive benefits package including medical dental vision optional insurance products including identity protection and pet insurance 401K with a match flexible paid time off and company paid sabbatical after six years of service bonus plan and equity options.
Wondering if you should apply
As a company that helps organizations embrace and turn change into opportunity were looking for teammates with diverse experiences who thrive on applying their knowledge in new ways. You dont need to meet every listed qualification to apply. If youre motivated by an iterative approach to growth learning collaboration and relentless improvement we want to hear from you.
Work Differently. Build the Future.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
