Customer Success Manager

• Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters
• As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention
• Ensure that new customers are onboarded successfully via the initial best practices, engagement and platform walkthroughs
• Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients
• Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and great customer experience
• Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs
• Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value
• Create and execute data-driven, dynamic working documents and deliver process documentation
• Forecast both risk and opportunity throughout the customer’s lifecycle
• Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources
• Maintain awareness of all service matters including technical implementations and activities
• Work with various account teams to achieve success with at-risk customer renewals
• Relay customer feedback regarding product functionality and support to internal stakeholders
• Ensure that Egnyte’s best practices and methodologies are met on a consistent basis
• Will report directly to the Sr. Manager of Customer Success

Benefits

• Company equity depending on role and level
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
• Your own Egnyte account with lifetime access
• Gym, cell phone, and internet reimbursement
• Modern and collaborative offices- You are passionate about engaging your customers and expanding the business for them and us!
• We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success
• 3+ years of relevant industry experience
• Bachelor’s degree from an accredited college or university
• Curious and a continuous learner – ability to stay up to date on product features and how they create customer value
• Ability to analyze and interpret data using multiple tools (spreadsheets, BI, reports, etc.), and formulate action plans based on analysis
• Highly customer service orientated and passion for helping to resolve customer issues
• A team player capable of high performance and flexibility working in a dynamic environment
• Entrepreneurial: Have a desire to build new processes inside a larger, high-growth organization