Customer Success Manager

Sealights

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Data Analytics & Infrastructure
  • Post Date: 01/08/2022
  • Website: sealights.io
  • Company Address: 1775 Tysons Blvd 5th Floor, Tysons, Virginia, NE, 22102

About Sealights

SeaLights is the #1 Quality Intelligence Platform for software development.

Job Description

SeaLights is looking for a self-motivated and proactive Customer Success Manager.

The ideal candidate is a relationship builder, a people person, and has experience managing multiple stakeholders.

This role oversees the lifecycle of customers from onboarding to renewal. As a Customer Success Manager, you’ll act as a trusted partner to our customers, transforming their use of SeaLights into tangible business value.

Responsibilities

  • Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts
  • Serve as the trusted point of contact for SeaLights’ customers throughout the lifecycle, beginning from the point of sale and extending through onboarding, business reviews, project success, and renewals
  • Collaborate with the SeaLights Sales team in strategizing your accounts’ growth
  • Proactively engage each account to identify risks and to ensure that every SeaLights functionality and offering is being leveraged, maximizing the value of each SeaLights subscription.
  • Develop and maintain strong relationships at all levels within the customer organization.
  • Execute Business Reviews, training, check-in calls, and feature implementation
  • Assess client health and develop strategies to mitigate churn with proactive health plans
  • Define timelines, milestones, and success criteria, while ensuring that they are successfully achieved
  • Partner with engineering teams in architecting and orchestrating customer requests
  • Working closely with Engineering, product management, customer support, and sales teams
  • Establish and maintain relationships with key stakeholders to promote internal advocacy

Requirements

  • Have a positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
  • Proven experience with owning customer’s renewals and expansions
  • Be a great team player
  • Excellent customer facing skills: training, coaching, discussion management, conflict resolution, and ability to creatively explain and present complex concepts in an easy to understand manner
  • 3+ years of relevant CS / AM SaaS experience
  • Strong written and verbal communication skills in English, as well as business and technical acumen
  • English at a native level

 

Nice to have

  • Understanding of the software development lifecycle, CI/CD ecosystem, and/or related field
  • Enterprise AM/CSM experience (Fortune 500 companies)
  • Productivity tools implementation experience (e.g. Project management tools, BI, others)

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