Customer Success Manager

Recast Software•Minneapolis, MN

2d•$75,000 - $90,000•Remote

About The Position

Recast Software is seeking a Customer Success Manager to manage relationships with a diverse customer base. This role involves building strong connections with key clients and developing scalable strategies to ensure their success. The Customer Success Manager will act as a crucial link between Recast and its customers, influencing both customer experience and internal operations. The ideal candidate is an empathetic communicator, a natural relationship builder, comfortable collaborating across departments, and possesses a technical mindset for problem-solving and process improvement. They must be adept at prioritizing tasks to maximize value for customers and the company.

Requirements

2+ years of relevant work experience managing customer relationships within a technical software company.
Experience carrying a quota and owning a book of business.
Excellent communication skills across mediums and audiences.
Curiosity, empathy, and an eagerness to learn about Recast’s technical & complex tools, our customers, and their environments.
Strong problem-solving and critical thinking skills with a can-do attitude.
Highly accountable and self-motivated, comfortable owning projects from conception to follow-through.
Passion for technology with a strong desire to serve a technically adept audience.
Strong organization and prioritization skills.
Proficiency with a CRM tool.
Proficiency with a Customer Success platform.

Nice To Haves

Experience with Salesforce.
Experience with Gainsight.

Responsibilities

Serve as the primary point of contact and advocate for a portfolio of customers, driving their success and strategically allocating time for maximum impact.
Develop a comprehensive understanding of Recast's products, customer environments, and the endpoint management market.
Communicate the value of Recast's products to technical audiences (SysAdmins) and translate this into measurable business outcomes and ROI for decision-makers (Directors, C-Suite).
Maintain regular communication with customers through various channels (1-to-1, 1-to-many) to boost product adoption, retention, and revenue growth.
Manage the customer renewal process and collaborate with Account Managers to identify expansion opportunities.
Identify trends and opportunities across the customer base, creating and implementing scalable playbooks to address them.
Cultivate customer advocates and drive customer references and case studies.
Respond promptly and with attention to detail to customer requests.
Proactively identify and mitigate risks for 'at-risk' customers.
Continuously improve internal and external processes throughout the customer lifecycle to enhance customer experience.
Collaborate with Support and Product teams to prioritize and resolve recurring issues, leveraging Recast resources as needed.
Utilize Recast systems for managing and tracking customer information.