Senior Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role within our organization, empowering our customers to transform how they work. Our focus within Customer Success is to retain and grow, delight, and deliver value to our customers. CSMs act as customer champions and operate with the customer’s best interests and business drivers in mind to achieve business goals.

They build and nurture strong relationships both internally and externally and proactively plan and execute internal and external initiatives to help customers achieve their goals. The Customer Success team is critical in driving high rates of renewal and expansion within the Seeq customer base.

Requirements

• A Senior CSM…
• · Develops a deep understanding of the customer’s business objectives and proactively plans and executes internal and external initiatives to drive customer outcomes.
• · Is accountable for protecting and growing a multi-million-dollar book of business by delivering high rates of renewal, mitigating churn and driving expansion
• · Acts as the customer focal point in the organization and actively keeps customers informed on product updates, new use cases, updated training offerings, as well as helping customers map out their journey to achieve maximum value.
• · Serves as the trusted advisor that stakeholders depend on for industry insights, digital transformation guidance, and maximizing the ROI of their investment with Seeq
• · Partners with the sales team, the product team, the training team and the support team to ensure that customer needs are met and, where possible, anticipated.
• · Understands Enterprise SaaS within large multinational organizations and can expertly navigate internal IT/OT priorities.

Key Responsibilities

• · Develop and implement success plans that outline how we will align with our customers’ strategic initiatives to exceed their expectations.
• · Deliver quarterly Customer Success Reviews, which are used to highlight successes and refocus priorities to continue driving value.
• · Drive adoption through user onboarding, promoting training, establishing customer user forums, and regular customer touchpoints.
• · Own the renewal process for each customer, ensuring timely renewals while minimizing churn. This involves understanding customer priorities and driving value generation.
• · Collaborate with the account team to develop comprehensive account plans that will drive our strategy around expansion, cross-sell, and upsell.
• · Respond to customer concerns and roadblocks, leading them to the right resources and providing context about priority to the Support Team/Development Team.
• · Identify gaps in Seeq capabilities required to meet customer needs and prioritize to advocate for Feature Enhancements.
• · Leverage customer relationships to expand to other sites, business units, or partner companies.

REQUIREMENTS

• · 5+ years working in a customer facing role for a B2B SaaS company, or similar technology company, with exposure to multinational organizations OR 5+ years working with or in industrial/manufacturing organizations.
• · Knowledge of time-series and data analytics in manufacturing and an understanding of IT/OT needs and priorities.
• · Experience interacting with and presenting to Senior Director+ levels at global Fortune 500 companies.
• · Data-driven individual who understands the importance of customer health indicators, and how to pivot account strategy, when required.
• · Adept at translating corporate objectives (e.g., from an annual report) into strategic priorities for an account and gaining stakeholder alignment.
• · Experience owning the renewal process.
• · Experience collaborating with Sales and Services organizations to build and execute account plans that lead to customer advocacy and expansion.