Senior Manager, Customer Success

Flexera

About The Position

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud. We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com Location Requirement: Candidates must reside in the Eastern or Central Time Zone. We are currently not considering applicants based in the Pacific Time Zone at this time. Reporting to the Senior Director of Solution Success, the Senior Manager of Customer Success will manage a team of ~7 Solution Success Managers.These individuals will be based in NAM and each have a dedicated portfolio of 10–20 customers each. This is a vital role that requires strong management of a high-performing team focused on customer retention and customer growth. The team will have personal customer portfolios that will roll up to a team portfolio for the successful applicant.

Requirements

3+ years of direct people management experience, including hiring, coaching, and performance management
Proven ability to lead and develop high-performing teams in a customer success or similar environment
Strong communication and stakeholder management skills
Experience working with enterprise customers and driving value realization

Responsibilities

Portfolio Management Review all accounts in current portfolio covering risk status, value realization plans, and impact (Quarterly)
Identify and discuss accounts to be added or removed from individual portfolio (Quarterly)
Finalize portfolio changes with management and submit to commissions team (Quarterly)
Maintain list and coverage plan of unassigned accounts (Weekly)
Provide temporary coverage for accounts that are unassigned or SSM is on leave (As Needed)
Act as a senior sponsor from Flexera into customer accounts, interacting with senior leaders within our customers
Value Realization Review and provide coaching in the creation and sharing of Value Realization (Weekly)
Facilitate enablement and certification of team on Value Realization processes such as Outcome Workshops, Value Realization Plans, and Verified Outcomes (Monthly)
Monitor Value Realization dashboard and action on missed KPIs (Weekly)
Risk Mitigation Review weekly risk updates submitted in Gainsight and flag any accounts that require escalation or additional help (Weekly)
Follow up on action items from weekly leadership risk review with Solution Success Managers (Weekly)
Engage directly with high-risk accounts in collaboration with the Solution Success Managers (Weekly)
Support annual budgeting process in partnership with Renewals (Bi-Yearly)
Team Management & Development Hold weekly O3s (1-2-1 meetings) with all direct reports to exchange feedback and discuss work and outcomes. In addition, support direct reports in creating personalized goals based on cascaded organizational targets
Host regular team meetings and other spaces for collaboration, discussion, and feedback
Maintain up-to-date documentation of processes and best practices in CS Book (internal reference site)
Maintain close alignment and regular communication with internal stakeholders such as Sales, Professional Services, Support, and Renewals
Communicate Solution Success org changes (accounts, staffing, processes, priorities) to the rest of Flexera
Review and approve requests for training, certification, and professional development based on budgets/justification
Complete annual reviews for merit and promotion recommendations