Customer Success Manager

Archer Faris•San Francisco, CA

11d•$140,000 - $180,000•Hybrid

About The Position

As a Customer Success Manager at Archer Faris, you are passionate about and have a world-class track record of creating, sustaining, and growing happy, referenceable customers across segments - from SBM to Enterprise. You have the technical acumen, consultative thinking, and program management skills needed to help customers realize optimal value from AI native platforms that transform their legacy workflows. You have an exceptional ability to establish and nurture stakeholder relationships and align on value objectives and results, acting as the customer's trusted advisor. Acting as the primary interface between the customer and the internal teams at Archer Faris, you have many examples in the enterprise AI platform space that show how you’re adept at: Improving time-to-value and value realization across the customer journey, from onboarding to ongoing adoption Ensuring clear, measurable success criteria is established and attained with key customer stakeholders Engaging in proactive discovery with customers that uncovers account expansion opportunities Anticipating and proactively de-escalating issues or product gaps with scalable solutions Educating on and driving adoption of new features and best practices to optimize ROI Cultivating and prioritizing a customer feedback loop for product enhancement requests

Requirements

5+ years experience in an enterprise B2B CSM capacity, with 8+ yrs. total experience in an enterprise SaaS product support environment.
Prior experience within the cybersecurity industry supporting AI native platforms/workflows strongly preferred.
Successful record of building and developing long-lasting executive-level relationships (including CISO’s) across market segments, from SMB to Strategic accounts
Track record as a top performer in meeting/exceeding your customers’ expected business outcomes (as proven by your account portfolio’s gross and net retention rates)
Action-oriented, with the ability to quickly assess and integrate technical inputs across functions (Support, Product, ENG) and turn them into scalable solutions and clear customer narratives
Soft skills used to develop and retain a customer’s trust and de-escalate their issues (i.e., turning escalations into positive experiences based on the quality of your responses)
Strong analytical skills, with the ability to lay out the business value/ROI on a customer’s investment and identify use cases that justify expansion or multi-year renewals
Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage
Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of Engineering professionals
Executive presence and communication skills, with the ability to align effectively with all levels of the organization at customer onsites (executive business reviews) or roadmap planning sessions
Bachelor’s degree in a technical field (or equivalent professional experience)

Responsibilities

Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
Schedule, prepare and deliver Business Reviews for customers, proving ROI and success achieved in their terms that lead to renewals/expansion.
Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.
Understand your customer’s industry trends, business challenges within third party risk management, and current and potential use cases for Archer Faris.
With understanding of customer needs, establish a strategic, trusted advisor relationship at decision-maker levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives.
Develop and nurture Archer Faris champions within your customer’s organization who advocate for the platform based on their positive experience.
Develop an accurate understanding of how a customer defines achieving success on the Archer Faris platform, treating such success criteria as a critical measure of health that is defined, maintained, reviewed, and acted upon in a proactive manner.
Use customer cadence calls and customer Business Reviews to define success criteria with the customer, prioritize those criteria, and get the customer’s own assessment of how we’re performing on them to drive appropriate action plans cross-functionally.
Engage customers’ senior decision makers to understand their evolving strategy for managing third party risk as inputs to account success plans.
Formulate and maintain Success Plans with verifiable metrics/outcomes outlining how Archer Faris addresses customers’ immediate and future needs
Proactively monitor customer health to reach out to customers before risks or issues escalate and identify scalable remediation options.
Partner with Archer Faris GTM functions (Account Executives, Support Engineers, etc.) to ensure that customers renew and expand usage.
Monitor customer user trends to recommend to drive risk mitigation actions internally with Product, Support, etc.
Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met.
Maintain a deep understanding of our product and roadmap, so you can guide customers on how to best leverage our product for their relevant use cases.