Senior Account Growth Strategist

1 week ago

Mandaluyong City, National Capital Region, Philippines beBeeCybersecurity Full time $90,000 - $120,000
Customer Success Manager Job Description
The Customer Success Organization focuses on our most strategic customers, primarily covering our cybersecurity as a service offering. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an 'on-demand' CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value.

About This Role
  • 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 customer's business to achieve high levels of customer satisfaction, engagement, adoption of technology
  • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the 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 the solution is delivering 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
  • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams are engaged for quick resolution
  • Work within the wider team to implement scalable programs and process improvements to drive efficiency of internal processes and improve customer experience

Key Skills and Qualifications
  • 3+ years' experience in customer success roles, additional experience in customer support, sales, or business development is a plus
  • Experience dealing with account spends of $80k USD and above
  • Exceptional ability to communicate and foster positive business relationships, and 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
  • Understanding how organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage
  • Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
  • Fluent Japanese speaking ability to cater to Japan market

What We Offer
  • Remote-first working model, with remote work as the primary option for most employees; some roles may require a hybrid approach.
  • Employee-led diversity and inclusion networks that build community and provide education and advocacy.
  • Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
  • Global employee sustainability initiatives to reduce our environmental footprint.
  • Global wellbeing days for employees to relax and recharge.
  • Monthly wellbeing webinars and training to support employee health and wellbeing.

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