Customer Success Manager

Titan Cloud Software LLC•,

30d•Remote

About The Position

As a Customer Success Manager (CSM), you will own the ultimate success for a portfolio of Titan Cloud’s enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal. The ideal candidate will have a unique ability to communicate with varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion Titan Cloud, its products and overall customer value. The results are increased customer loyalty and retention of Titan Cloud’s solutions. Reporting to the Senior Director, Customer Success, we’re seeking for an exceptional and energetic CSM who thrives amidst the challenges of a high growth environment.

Requirements

At least 5 years of experience in a high growth technology firm (preferably SaaS) in Customer Success, Account Management, Consulting or Engagement Management
Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
Proventrack recordof managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth
Demonstrated experience managing and negotiating SaaS renewal contracts and commercial terms within enterprise organizations, witha track recordof on-time renewals, strong ARR retention, and the ability to navigate complex procurement and legal processes
Proven ability toidentify, qualify, and develop upsell and cross-sell opportunities within existing accounts, with experience building internal business cases and collaborating with sales to convert expansion pipeline into closed revenue
Experience developing and executing strategic account plans within large enterprise organizations, including executive relationship mapping, budget cycle management, and multi-year commercial growth roadmaps
A strategic thinker and creative problem solver
Analytical and detail oriented
Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners
Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
Be able to work in a high growth environment and comfortable navigating through ambiguity
Bachelor's degree in Business, Computer Science or related field

Responsibilities

Own the ultimate success for a portfolio of Titan Cloud’s customer base; this includes seamless customer onboarding, project success, retention, and renewal
Define, drive, and demonstrate the value (ROI) delivered to Titan Cloud’s customer base
Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and “listening” points (e.g. on usage, program effectiveness)
Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor
Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth.
Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
Drive and continuous improvement of customer reference ability, experience and health
Partner closely with sales to align on commercial strategies, renewal forecasting, white-space coverage plans, and account-level opportunities and risks
Lead commercial renewal negotiations for enterprise accounts, including contract terms, pricing structures, and multi-year agreements, ensuring on-time renewal execution and maximum ARR retention
Proactively identify and qualify upsell and cross-sell opportunities within the enterprise customer base, building business cases and partnering with sales to progress and close expansion revenue
Own and maintain strategic account plans for enterprise customers, mapping stakeholder hierarchies, business objectives, budget cycles, and commercial growth levers to drive long-term account expansion
Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
Personally manage customer escalations and methodical approaches towards resolution
Track customer metrics and maintain customer health scorecards with clear action plan