Customer Success Strategist

2 days ago

Paranaque City, Calabarzon, Philippines beBeeCybersecurity Full time ₱3,000,000 - ₱5,000,000
Strategic Customer Growth Manager

The customer success organization focuses on strategic accounts, primarily covering cybersecurity as a service. The senior customer growth manager will have a portfolio of accounts and lead engagements throughout the customer lifecycle from deployment to renewal, ensuring satisfaction and maximizing customer value.


Key Responsibilities:
  • Manage named accounts for engagement and satisfaction over the lifetime of the customer.
  • Establish relationships within the customer to understand and address 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, and adoption.
  • Deliver an outstanding customer experience to support brand promises of delivering superior cybersecurity outcomes and facilitate cross-selling and upselling services and products.
  • Monitor customer analytics and KPIs to reinforce the value of the customer 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 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 CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
Requirements:
  • At least 5 years' experience in customer success roles or related fields such as customer support, sales, or business development.
  • Exceptional ability to communicate and foster positive business relationships and be accountable for driving success with customers.
  • Experience translating customer issues and needs into business requirements.
  • Ability to be seen as a trusted advisor to senior executives in large organizations and build strategic account plans.
  • Excellent organizational skills and ability to establish milestones and keep project plans on track.
  • Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes.
  • Able to explain technology benefits and possess strong cybersecurity knowledge.
  • Fluency in Mandarin speaking.

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