Customer Success Manager - East

Nerdio

125d

About The Position

As a Customer Success Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team. You will manage a book of Corporate accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion. You will own the negotiation process for contract renewals and expansions from start to finish. Consulting with customers throughout the customer lifecycle to understand their business and strategic goals is essential, ensuring they find ongoing value in Nerdio's products and services. You will establish and nurture key relationships with executive sponsors and decision makers within customer organizations. Collaboration with Sales and Customer Success leadership will be crucial to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success. You will track customer interactions and engagements within the CRM tool and evangelize new product features while providing customer feedback to Sales, Product, Customer Success, and Engineering teams.

Requirements

• Software background in an XaaS business such as SaaS, PaaS, or IaaS.
• Experience managing customer relationships across IT Operations, Finance, and Software Engineering.
• Proficiency in contract negotiation and conflict resolution.
• Demonstrated experience in customer relationship management.
• Ability to recognize and maximize expansion opportunities.
• Accurate forecasting skills and understanding of the customer base.
• Comfort with owning a commercial relationship.
• Proven ability to build strong relationships with customers at the executive level.
• Articulate value proposition with a technical theme.

Nice To Haves

• Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals.
• Familiarity with the Microsoft Azure ecosystem and cloud services.
• Knowledge of IT project management methodologies and best practices.
• Experience in conducting customer training sessions or workshops.
• Understanding of customer success metrics and ability to analyze data.

Responsibilities

• Manage a book of Corporate accounts with a retention rate of 90% or higher.
• Identify opportunities for revenue expansion.
• Own the negotiation process for contract renewals and expansions.
• Consult with customers to understand their business and strategic goals.
• Establish and nurture relationships with executive sponsors and decision makers.
• Collaborate with Sales and Customer Success leadership to mitigate churn risk.
• Develop account expansion strategies.
• Track customer interactions within the CRM tool.
• Evangelize new product features and provide feedback to relevant teams.

Benefits

• Competitive Base + Commission Plan
• Stock Options
• Health and Welfare Plans
• Life and Disability Plans
• Retirement Plan
• Unlimited Flexible Paid Time Off including your birthday off!
• Collaborative Team Culture

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 251-500 employees