Sr Customer Success Manager II

Egnyte

8d•$70,000 - $105,000•Remote

About The Position

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values: Invested Relationships Fiscal Prudence Candid Conversations ABOUT EGNYTE Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com. Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

Requirements

Demonstrated success managing customer relationships in a B2B SaaS company
Demonstrated capability to identify and mitigate risk.
5+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
Experience working across multiple, internal teams to resolve customer issues quickly and effectively.
Excellent communication skills (writing, listening, phone).
A team player capable of high performance and flexibility working in a dynamic environment.

Nice To Haves

Previous experience with tech companies, specifically SaaS solutions, preferred.

Responsibilities

Become a product expert including the technical workings and practical business application.
Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
Keep customers informed of process and procedural changes.
Manage resolution of escalated customer issues.
Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.

Benefits

Competitive salaries and comprehensive benefits
Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
Paid holidays and sick time
401(k) with company match
Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
Up to 12wks of paid Parental and 10wks Adoption Leave to help you grow your family
Modern and collaborative offices located in Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
Gym, cell phone, and internet reimbursement
Free well-being apps such as Spring Health for Guardian are offered, as well access to our Employee Assistance Program (EAP)
Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
Your own Egnyte account with lifetime access
HealthJoy – a benefits navigation app that lets you access your benefits and get answers to your questions all in one place
One Medical virtual care, providing you with healthcare access across the country