As a Customer Success Manager (CSM) you will showcase your “Customer First” attitude, your passion for service and enjoyment of learning new technologies by leading our customer Renewals. You will be responsible for driving early renewals, developing long-term relationships with your assigned ThousandEyes customers, connecting with key business executives and technical partners. You will become a specialist on the ThousandEyes platform and make suggestions for customer adoption and growth while working closely with Sales and Customer Success teams.
Specifically, you will...
- Operate as the main point of contact with ThousandEyes customers
- Launch and on-board new customers, and set them up for success with the platform
- Prepare monthly, quarterly etc. communications and develop campaigns to nurture relationships and growth
- Become a trusted adviser for the partners and operational teams via the ThousandEyes platform
- Understand the platform and how your customers and using the tools; be able to make suggestions and identify areas for upsell and growth
- Ensure the timely renewal communication and closure
- Conduct business reviews with customers, tracking outcomes and follow-up items
- Forecast and track key account metrics
- Identify and qualify growth opportunities, collaborate with sales teams to drive closure
- Drive customer renewal
- Assist with high severity requests or issue escalations as needed
- A standout 'customer first' attitude
- Outstanding communication and problem-solving skills
- Excellent listening, negotiation and presentation skills
- Proven background in lead generation and prospecting
- At least 1-2 years of professional experience with closing experience in software sales
- Ability to work with various business units
- Highly organised with outstanding follow-up skills
- Technically adept, understanding of software and how businesses use software
- SaaS experience a plus, but not required
- Passion for cloud technologies
- 4 Year Degree preferred or equivalent experience in SaaS and Cloud technologies
- Excellent verbal and written communication skills
