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 for 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 Management team is critical in driving high rates of renewal and expansion within the Seeq customer base.
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A CSM understands the customer’s goals and proactively plans and executes internal and external initiatives to drive customer outcomes.
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A CSM is accountable for delivering high rates of renewal, minimizing churn and driving expansion.
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A CSM serves as the customer focal point in the organization and actively keeps customers informed on product updates, new use cases, and updated training offerings, as well as helping customers map out their journey to achieve maximum value.
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A CSM is a trusted advisor that customers depend on to be the voice of the company within the customer organization. A CSM engages the appropriate company personnel to proactively support customer needs and requests.
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A CSM will partner 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.
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An experienced CSM understands Enterprise SaaS within large multinational organizations, and can expertly navigate internal IT/OT priorities.
Key Responsibilities
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Develop and implement success plans that outline how we will align with our customer’s strategic initiatives to exceed their expectations.
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Deliver quarterly Customer Success Reviews, which are used to highlight successes and refocus priorities to continue driving value.
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Drive adoption through user onboarding, promoting training, establishing customer user forums, and regular customer touchpoints.
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Own the renewal process for each customer, ensuring timely renewals while minimizing churn. This involves understanding customer priorities and driving value generation.
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Collaborate with the account team to develop comprehensive account plans that will drive our strategy around expansion, cross-sell and upsell.
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Respond to customer concerns and roadblocks, leading them to the right resources and providing context about priority to the Support Team/Development Team.
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Identify gaps in Seeq capabilities required to meet customer needs and prioritize to advocate for Feature Enhancements.
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Leverage customer relationships to expand to other sites, business units, or partner companies.
Qualifications
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5+ years working in a customer-facing role for a B2B SaaS company, or similar technology company, with exposure to multinational organizations.
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Experience interacting with and presenting to Senior Director+ levels at global Fortune 500 companies.
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Data-driven individual who understands the importance of customer health indicators, and how to pivot account strategy, when required.
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Adept at translating corporate objectives (e.g., from an annual report) into strategic priorities for an account and gaining stakeholder alignment.
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Experience owning the renewal process.
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Experience collaborating with Sales and Services organizations to build and execute account plans that lead to customer advocacy and expansion.
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Knowledge of time-series and data analytics in manufacturing would be an asset.
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Experience working with industrial/manufacturing organizations, including an understanding of IT/OT needs and priorities, would be considered an asset.
Please answer the following question in the application cover letter: “What makes you excited about Seeq?”
About Seeq
Seeq is a remote-first (only) company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments.
We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.
We use the best modern big data technologies to bring industrial process data into the business decision process.
Our company is virtual, meaning that everyone works from a location of their choosing. There’s no commute and no cubicle! We are serious about recruiting and retaining the best teammates. We think there are tons of benefits to working on exciting technology with a cohesive team and the flexibility to work from anywhere.
We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and love to exceed our customers’ expectations. We are certified as a Great Place to Work, Emerging Startup, Technology Fast 500, and Inc. Magazine's Best Places to Work.
The Perks of Working at Seeq
- Competitive salary plus equity incentives
- $120,000 USD - $180,000 USD base salary
- Benefits:
- 5-weeks paid Seeq family leave
- Internet and mobile phone reimbursement
- Medical benefits
- Group term life insurance
- Short-term and long-term disability insurance pre-tax benefit
- Voluntary vision and dental (ortho)
- Vacation bonus program
- Employee Assistance Program
- Generous home office allowance
- The best co-workers (we've analyzed the data, so we know it's true)
- Pet-friendly workspace (your dog will be so happy to have you home)
- Loving your job!
Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work Visas.