Sr. Customer Success Manager at Urbint in Remote
Job Summary As a Sr. Customer Success Manager (CSM), you will own the ultimate success for a portfolio of Urbint's enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal. The ideal candidate will have a unique ability to communicate to varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion Urbint, its products and overall customer value. The results are increased customer loyalty and retention of Urbint's solutions. Reporting to the Vice President of Customer Success, we're seeking an exceptional and energetic Sr. CSM who thrives amidst the challenges of a high growth environment. What You'll Do Own the ultimate success for a portfolio of Urbint's customer base; this includes seamless customer onboarding, project success, retention, and renewal Define, drive, and demonstrate the value (ROI) delivered to Urbint's customer base Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and listening points (e.g. on usage, program effectiveness) Find ways to deeply understand our customers' objectives and become a trusted right-hand advisor Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn Drive and continuous improvement of customer referenceability, experience and health Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks) Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks Personally manage customer escalations and methodical approaches towards resolution Track customer metrics and maintain customer health scorecards with clear action plans Be willing to travel and spend time onsite with strategic customers ( 15-20% during non covid times) Who You Are At least 5 years of experience in a high growth technology firm (preferably SaaS) in a Customer Success, Account Management, Consulting or Engagement Management role Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth A strategic thinker and creative problem solver Analytical and detail oriented Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners Has superior organizational skills and the ability to prioritize and deliver on multiple priorities Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues Be able to work in a high growth environment and comfortable navigating through ambiguity Bachelor's degree in Business, Computer Science or related field Experience working with utility, telecommunication, oil and gas industries are a plus Benefits Mission Driven - Some companies use AI to serve better digital ads and trade stocks, we seek to make our communities safer and more resilient Top Compensation - Competitive compensation package We are 100% Distributed - work from almost anywhere Your health matters to us, so we offer 100% employer-paid premium option Distributed work monthly stipend Office Space Stipend for co-working space expenses Wellness reimbursement Educational Allowance Weekly lunch stipend
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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