Sr. Customer Success Manager

Sr. Customer Success Manager (Remote)Full Time / Direct-HireCompensation:  Open, includes base plus bonusThis is a 100% remote roleSummary:Our client delivers industry-leading security policy management, cloud security operations, and cybersecurity asset management solutions to over 1,700 enterprises in nearly 70 countries.This is a Senior Leader role, ideally looking for someone that has been providing customer success for enterprise customers (and a plus if you support on-premise software vs SaaS).Key skills include an energetic Leader, calm under pressure, organized, sales / growth oriented, enterprise software experience and leading teams of 20+ people preferred.Will work with customers and be their trusted advisor. Clients are looking for passionate people who can make a direct connection between a customers' strategic goals and how software is used. You will configure technology to drive key processes, build relationships, and drive business results for customers.  You will be managing a portfolio of customers, drive the initial implementation and integration, educate customers about new functionalities, best practices, industry developments, and help increase the value our clients deliver to their customer's business.Responsibilities:

• Drive customers' success
• Oversee the customer lifecycle including onboarding, adoption, success, and renewal
• Drive usage, analyze customer behavior, and drive outcomes
• Manage renewals, expansion, and churn
• Work with technology, marketing, and sales team to meet customers' expectations
• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist in creating training courses and educational materials for other members of the department
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
  
  

Requirements:

• Experience working as a CSM
• Experience of being in a closing role, either in new business sales or responsible for up-sell and renewals
• Are tech savvy, and can quickly pick up on and explain technical products
• Thrive in an environment where fast pace and change is the norm
• Experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Covenant Consulting strives to attract, cultivate and retain exceptional talent. If you feel you are a match for the position and are interested in a great growth opportunity, we encourage you to contact toliver@covenant-consulting.com. 

Covenant Consulting is a Technology Services Provider offering project-based IT consulting, IT staffing, and IT recruiting services. Every partnership reflects our uncompromising commitment to quality and integrity. We have extensive experience and capabilities in project-based consulting, short and long-term staff augmentation, and permanent recruitment. We work with companies of every size, across many industries and have the flexibility to scale solutions to meet our client's specific needs.