Senior Customer Success Manager

Overview

As a Senior Customer Success Manager at Netradyne, you will play a crucial role in the success and growth of our clients. You will be the primary point of contact for assigned clients and responsible for managing their relationships throughout the customer lifecycle, from initial deployment to renewal. You will lead the deployment and optimization of our platform to meet the unique needs and goals of each client, while ensuring maximum ROI and business outcomes. You will act as a subject matter expert on our platform and consult with clients on change management, coaching workflows, communication planning, and other related topics. Your primary objectives will be to retain and grow our clients over time, protect and grow our Annual Recurring Revenue (ARR), and contribute to the successful closure of customer trial opportunities.

Responsibilities

• Lead the deployment and optimization of our platform to meet the unique needs and goals of each client, ensuring maximum ROI and business outcomes.
• Conduct regular Executive Business Reviews to identify customer opportunities and provide ongoing reinforcement of value and strategic program recommendations.
• Act as a subject matter expert and consult with clients on change management, coaching workflows, communication planning, and other related topics.
• Establish and maintain a consistent cadence of customer touchpoints to expand and deepen our relationships and grow customer loyalty.
• Protect and grow ARR for assigned accounts via strategic planning, identification of add-ons, up-sells, and customer renewals.
• Establish a trusted advisor relationship across the client’s organization, from executive sponsors to day-to-day contacts to ensure customers recognize the value they are realizing from our products and services.
• Provide a voice for your customers and act as a single point of contact to coordinate cross-functional teams internally to drive toward expedient customer-centric decisions and problem resolutions.
• Work with cross-functional international teams to deliver outstanding customer satisfaction (Sales, Support, Product, Prof Services, etc.).
• Act as a liaison between Netradyne (product management, operations, professional services, etc.) and clients, with emphasis on communicating roadmap and providing client feedback to improve our products and services.
• Leverage customer relationships for prospect and event references.
• Train and mentor other Customer Success Managers on the team.
• Continuously improve processes and methodologies to drive customer success, provide feedback on SOPs, process improvements, etc.
• Keep up to date with industry trends and technologies and share knowledge and expertise with the team.
• Track account activities in Gainsight, complete Calls-to-Action, and proactively monitor your customer’s health via Health Scoring.
• Other duties as assigned.

Qualifications

• Minimum of 7 years of experience as a Customer Success Manager or Account Manager in a software solution and ongoing relationship management role, with a proven, demonstratable track record of success in managing large mid-market and enterprise accounts.
• Excellent verbal and written communication, organizational, and interpersonal skills, with experience in hosting webinars and meetings.
• Demonstratable ability to present complex topics and strategic directives to a customer leadership team.
• Experience with pricing, c-level negotiations, and sales practices in SAAS environments.
• Strong ability to build and nurture positive relationships with clients across all levels of their organization, including c-level executives.
• Ability to work in a fast-paced and dynamic environment, with a flexible and quick-to-adapt mindset.
• Bachelor's degree in a technical discipline or equivalent level of training/experience.
• Minimum 3 years of experience using a CRM/Customer Success Solution (Salesforce, Gainsight) to summarize and plan customer interactions and create and track add-on and renewal opportunities.
• Proven ability to solve difficult challenges, develop creative solutions, and provide strong consultative direction.
• Knowledge of commercial vehicle telematics and communication protocols, and 12/24v in-cab solutions is a plus.
• Estimated travel 25%-40%.

Economic Package Includes:

• $130,000—$150,000 USD
• Hybrid work schedule
• Company Paid Health Care, Dental, and Vision Coverage
  • Including Coverage for your partner and dependents
• Three Health Care Plan Options
  • FSA and HSA Options
• Generous PTO and Sick Leave
• 401(K) 
• Disability and Life Insurance Benefits
• $50 phone stipend per pay period