Customer Success Operations Specialist enabling customer - facing teams at Cardata, which automates vehicle reimbursement programs. Creating training, communications and resources that drive product adoption.
About the role
- Senior Customer Success Manager leading Americas customer success for Sophos, a cybersecurity company. Building scalable engagement, driving adoption, renewals, customer value, and team growth.
Responsibilities
- Lead the Americas Customer Success team using a highly scalable and efficient engagement model for a large volume of customers
- Manage customer engagement throughout the lifecycle from deployment and adoption through renewal
- Recruit and lead an Americas Customer Success team to improve customer experience and grow customer value
- Create value-based plans and establish KPIs and objectives for the Customer Success team
- Create a scalable model supporting high-volume customers while delivering necessary customer touchpoints
- Develop the CSM playbook, map the customer journey, and identify satisfaction peaks and critical points across the solution set
- Optimize the Customer Success operational platform to improve team processes and effectiveness
- Collaborate with onboarding, sales, support, product operations, and renewals teams to ensure smooth handoffs and optimal customer experience
- Sustain growth and profitability by maximizing value, driving usage and adoption, upselling services, and reducing churn
- Analyze customer data to improve the experience and articulate value
Requirements
- 5+ years of experience managing a team
- 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company
- Cybersecurity experience a must
- Proven track record of working with customers to drive success aligned with business goals, including customers across the Enterprise segment
- Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements
- Strong customer-facing, cross-functional, relationship-building skills
- Ability to identify, analyze, and find creative solutions to complex problems
- Capable of handling competing priorities and projects in a fast-paced environment
- High energy, self-starter comfortable with ambiguity in entrepreneurial environments
- Ability to identify bottlenecks within internal processes and recommend solutions
- Must be willing to travel 25%
Benefits
- Bonus eligibility
- Comprehensive benefits package
- Remote work arrangement
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