Senior Customer Success Manager

Connectbase • Westborough, MA

6d • Remote

About The Position

Connectbase is one of the fastest growing VC funded SaaS companies – focused on providing data-driven solutions for the connectivity industry. The Connected World, the core platform of Connectbase, allows our ecosystem partners to use location-based insights and automation to buy and sell connectivity more effectively than ever. With innovative technology and best-in-class service, we offer solutions that drive growth for our customers by increasing visibility to the market, managing location, and driving engagement as the system of record wherever connectivity providers connect in the commercial market.

Founded in 2016, we are a remote-first workplace operating on a global scale. Our core values reflect our approach to building scalable solutions and to empowering our team.

Innovative ~ Trustworthy ~ Accountable

Role Description
We are looking for a seasoned Customer Success Professional to join our growing team. Senior Customer Success Managers (CSM) are responsible for proactively managing the customer experience across an assigned portfolio of customers, each at varying stages of the maturity curve. The focus is on ensuring the adoption and expansion of the Connectbase service offerings. The core objective for each member of the CS team is to ensure that their customers derive maximum value from their investment in Connecbase and utilize the software to its fullest capability.

Requirements

• 4-year bachelor’s degree or commensurate work experience.
• 5+ years of customer-facing experience such as Customer Success Manager or Professional Services Consultant in a SAAS based business.
• Ability to communicate effectively about the technical product offerings.
• Ability to effectively communicate with customers (and internal team members) at all levels of an organization that includes up to C level contacts.
• Strong program and project management skills; able to handle multiple priorities simultaneously, often against compressed timelines.
• Ability to professionally handle challenging situations.

Nice To Haves

• Experience in network & communications space helpful but not required.

Responsibilities

• Customer Success Strategy: Is responsible for the management and continual enhancement of the overall Customer Success Strategy with a goal of understanding current use cases within an organization (maximizing use of features and capabilities), and potential use cases for expansion and adoption of our platform capabilities.
• Connections Strategy: Is responsible for understanding the overall connections strategy for each customer within the portfolio. What are the number of connections sought? Why? Who are the ideal candidates? Can partner with the Configuration team about strategy drivers to ensure optimal configuration outcome.
• Management of Welcome Process: Fully understands the Welcome Process. Is responsible for generating the Welcome Letter/Package within SLA. Is successful at identifying and resolving whatever blockers may prevent the SLA adherence.
• Ticket Management: Is aware of all tickets for assigned book of business - number, complexity, status. Will engage with internal teams to update customers on scheduled cadence calls. Will serve as the issue liaison - identifying blockers to success. Wherever the internal team needs greater detail, the CSM will be responsible for gathering the missing information. Can effectively separate the tactical nature of the ticket content and its strategic implications. Will work internally with leadership and externally with the customer to ensure spotlight on the strategic while internal teams work to resolve the tactical.
• Agenda Management - Pre and Post Meeting: Is the driver of all meetings. Will create and distribute meeting agenda before all meetings in accordance with process requirements. Will drive agenda throughout meeting. Is responsible for creating and distributing meeting summary post meeting according to SLA.
• Action Item Follow-up: Is the person responsible for identifying all action items and proactively driving resolution. Will call the necessary internal meetings a/o standups to highlight and drive resolution. Will ensure the customer is always informed - even if just "working on it". Will be the proactive liaison between customer and internal teams to ensure resolution is achieved quickly and efficiently.
• Release Note Mastery: Will review and understand the contents of Release Notes prior to planned release such that the CSM is the point of knowledge for the customer. Will identify areas that are of great value to individual customers within their own portfolio and will guide the customers understanding of release contents that are high impact for them.
• Product Knowledge: Understands the high-level elements of the 4 core platform elements: (1) Quote to Order; (2) API; (3) Data Analytics; (4) The Connected World Platform. Will be able to convey knowledge clearly and succinctly on the value prop of each, especially as relates to customers within their portfolio.
• Customer Conduit for Product Use Case: Will attend all product demos and training sessions scheduled for their customers, such that follow-on learning or clarification questions by them will be driven by them. It is critical that the CSM is the conduit of product understanding for each of the customers within their portfolio.
• Escalation Awareness: Is responsible for monitoring key alerting systems (Critical Escalation Slack Channel/ Support Channel/ etc.) to ensure always up to date on platform challenges impacting customers within their portfolio.
• Process Self-Sufficiency: Is proficient with all workflows within the Confluence "How to Guide" and can follow the workflows in a self-sufficient manner.

Benefits

• Competitive base salary based on your background and level of experience with an outstanding opportunity to learn while you perform and career advancement in a rapidly growing SAAS company.
• health
• dental
• vision
• unlimited Vacation
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree