СШАManager, Customer Success Management - Public Sector
5 дн. назад
СШАLeadRemote
customer success management
Lead and mentor a team of Customer Success Managers to enhance customer success initiatives in the US Public Sector.
О компании
- We live and breathe our company values:
- We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better.
- We have a bias for intentional action — We prioritize, plan, try things, and fail fast.
- We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey.
- We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions.
- A few of the benefits we offer:
- Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
- Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
- 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
- ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
- 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.
- If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in technology and are focused on hiring "Chainguardians" with unique backgrounds, perspectives, and experiences.
- By submitting your application, you acknowledge that will process your personal data in accordance with 's Global Candidate Privacy Notice .
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Обязанности
- The Manager of Customer Success Management (CSM), US Public Sector will report to the Sr. Manager of Customer Success (Enterprise US East & Public Sector), working collaboratively to achieve the company's goals and enhance customer success initiatives.
- As a key leadership role within the Customer Success organization, the Manager of CSM will partner closely with other Customer Success leaders in building and shaping the function. The successful candidate will demonstrate strong people management skills, experience building out a CSM function (i.e. customer engagement, account management and retention strategies), and a mindset of driving operational excellence and scale.
- Leadership and People Management:
- Build, lead and mentor a team of CSMs, fostering a collaborative and high-performance culture.
- Provide guidance and support for career development, performance management, and skill enhancement within the team.
- Strategic Planning, Building and Execution:
- Collaborate with the CSM and Professional Services leaders to develop and execute the overall strategy for Customer Success at .
- Drive the creation of customer engagement strategies to meet adoption, retention, and growth targets.
- Develop processes in the lens of value and customer experience. Institute scale and automation in order to accomplish more with less over time.
- Customer Management:
- Ensure a thorough grasp of adoption metrics across the customer base and collaborate with CSMs to devise actionable plans for mitigating churn risk and promoting account expansion.
- Conduct account deep dives to drive adoption and account level objectives.
- Stay informed about escalated accounts, take charge in resolving issues, offer leadership support to the team and customers as needed, and provide regular updates to senior leadership.
- Client Engagement and Advocacy:
- Work closely with customers to understand their unique requirements and challenges.
- Build strong client relationships at the Executive level to understand their workflow, prioritize engagements, drive customer satisfaction and position account growth.
- Serve as the voice of the customer within the organization, providing insights and feedback to drive product improvements and innovations
- Retention and Growth:
- Collaborate with GTM, Product, and Engineering teams to drive adoption, customer retention, and growth.
- Utilize insights from customer adoption data to develop precise renewal forecasts. Collaborate closely with the sales team to generate a weekly forecast aggregation, projecting at least six months into the future.
- Continuous Improvement:
- Implement and refine operational processes to enhance efficiency and effectiveness within the CSM team and engagement model.
- Monitor industry trends and best practices to stay ahead of market demands.
Требования
- At least 3+ years of proven experience in a leadership role, with a strong background in people management.
- Experience in Cybersecurity, DevOps, or an adjacent space
- Experience working with US Public Sector customers and the unique regulatory, compliance, and procurement requirements of the segment
- Bachelor’s degree in a relevant field; advanced degree preferred.
- Demonstrated success in building and scaling CSM functions.
- In-depth knowledge of project management methodologies and practices.
- Excellent communication and interpersonal skills, with the ability to engage with both internal teams and external clients and executive level personas
- We are remote friendly, but this role needs to be based in the United States
- Compensation: up to $165,000 base salary + bonus
Другое
- is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, helps organizations build faster, stay compliant, and eliminate risk. Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake. is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.