Senior Customer Success Manager, North America - India
Job Description
What you’ll be doing:
We are seeking a Sr. Customer Success Manager based in India to oversee a $3M+ Book of Business composed of US customers in the Commercial sector. This role is fully remote but will cover US working hours.
As a Customer Success Manager, you’ll be partnering closely with sales, support, product and engineering teams to deliver a world class customer experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your customer’s objectives. You will serve as the customer champion as the primary point of contact for all customer needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your customers’ environment.
Your duties and responsibilities include:
Develop deep, strategic relationships with customers, understanding their unique business needs and crafting tailored Success Plans that drive measurable outcomesLead customer onboarding initiatives, ensuring a seamless integration process and swift time to value for clientsProactively monitor customer health, identifying and addressing potential risks with minimal oversight, while leveraging internal resources as neededServe as the primary escalation point for complex business and technical issues, owning resolution and maintaining customer satisfactionIdentify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunitiesPartner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional valueMaintain a deep understanding of JumpCloud’s product capabilities and industry trends, enabling you to guide customers on relevant features that address their IT challenges Conduct strategic business reviews with executive stakeholders to demonstrate value and outline future growth strategiesHow success will be measured:
Onboarding time to valueCustomer health and adoptionCustomer RetentionIdentification of Upsell OpportunitiesWe’re looking for:
Minimum 7 years of customer facing experience at a Saas company, with a strong background in customer success or account management, ideally serving US marketsTechnical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)Exceptional organizational skills with the ability to manage multiple high-value accounts simultaneouslyOutstanding verbal & written communications and strong listening skills, particularly in the technical IT environmentA proactive, independent approach with a strong desire for continuous learning and improvementExcellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detailBachelor’s degree (preferred but not required) or equivalent experience