Senior Customer Success Strategist

1 week ago

Barcelona, Philippines beBeeCybersecurity Full time $90,000 - $120,000
Customer Success Manager, Strategic Engagement

Our customer success organization focuses on the most strategic customers. As a senior customer success manager, you will have a portfolio of accounts and lead engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.

Key Responsibilities:
  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer
  • Establish key relationships within the customer, ensuring regular check-ins to understand and address promptly client needs and concerns
  • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer
  • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, adoption of technology solutions
  • Deliver an outstanding customer experience to support our brand promise of delivering superior outcomes and facilitate cross-sell and upsell of services and products
  • Monitor customer analytics and KPIs to reinforce the value of the solution and identify areas to improve customer experience and optimize the solution
  • Conduct regular business reviews, clearly articulating the specific value delivered to the customer and progress on specific customer milestones and goals
  • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience
  • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn
Requirements:
  • At least 5 years' experience in customer success roles, additional experience in customer support, sales, or business development is a plus
  • Exceptional ability to communicate and foster positive business relationships, comfortable being accountable for driving success with customers
  • Experience of translating customer issues and needs into business or solution requirements
  • Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans
  • Excellent organizational skills and ability to establish milestones and keep project plans on task
  • Able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
  • Fluent in Mandarin speaking

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