Strategic Account Manager

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeCustomerSuccess Full time $80,000 - $120,000
Enterprise Customer Success Role Overview

We are seeking an Enterprise Customer Success Manager to lead our customer success initiatives. Customer success is a strategic department aimed at reducing risk and churn, facilitating product adoption, and supporting expansion within existing accounts.

Critical to this role is developing trust with customers, understanding their objectives, and aligning expectations by suggesting relevant services and products, alleviating pain points, and drawing collaboration roadmaps.

Our growing Customer Success team offers thoughtful interactions across our product portfolio, including Ubuntu, open-source infrastructure, and applications.

Candidates for this position will specialize in one of the following segments:

  • Mass - SMEs or large businesses starting with Canonical
  • Focus - Large companies with established Annual Recurring Revenue (ARR)
  • Step Growth - High-potential customers

All CSMs contribute to business support for remaining, not-yet-assigned customers, including Store customers.

Key Responsibilities
  1. Onboard new customers, introduce key products like Ubuntu Pro, MAAS, Landscape, OpenStack, Ceph, Kubernetes, data applications, etc.
  2. Coordinate complex projects with developers, IT managers, and decision-makers.
  3. Collaborate with Sales, Field Engineering, and Support to develop engagement plans.
  4. Manage a customer portfolio, identify growth opportunities and renewal risks.
  5. Conduct weekly customer and business reviews with cross-functional teams.
  6. Advocate for customers internally and influence product roadmaps and processes.
  7. Support customers through reactive ticket requests.
  8. Create campaigns targeting multiple customers via digital touchpoints.

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