Sr. Customer Success Manager

Exostar

3h•Remote

About The Position

The Senior Customer Success Manager (Sr. CSM) is a key member of the Exostar Go to Market team. The Sr. CSM is accountable for working closely with our customers to deliver world class customer experiences, ensure clients are realizing the value they expect from the Exostar platform, and that they are fully operationalizing our product(s) into their business. The Customer Success Manager will work with the Head of Customer Success and other Go to Market leadership (sales, solutions consulting, onboarding, and professional services), and key stakeholders in product, technical support and operations, to ensure that our customer’s needs are being met. The Senior Customer Success Manager will be a leader and key contributor to our Go to Market team and bring a sense of urgency and passion to all customer engagements.

Requirements

8+ years of experience in a Customer Success or similar customer-facing role
Experience managing and closing client renewal portfolios of $3M+ annually
Experience generating and closing expansion opportunities of $250K or more
Problem-solving mentality and a desire to see customer issues through to resolution
Passionate commitment to helping customers be successful
Strong executive presence and ability to engage with customers at all levels
Possess the ability to manage and influence through persuasion, negotiation, and consensus building
Demonstrate excellent attention to detail

Responsibilities

Working directly with assigned customer accounts to realize value from their respective Exostar solution(s) resulting in revenue renewal and expansion contract closings.
Maintaining an in-depth understanding of assigned customers' operating processes to support their ongoing usage within their respective Exostar solutions, and recommend new products and services for expansion.
Maintaining a list of prioritized open items and working with internal stakeholders at Exostar to drive resolution, while providing ongoing updates to the customer.
Delivering ongoing operational reviews with assigned customer accounts to discuss open support items and review case metrics.
Working with the services delivery teams to ensure we are executing on our services delivery engagements, and our extended support contracts, for those named customers under their management.
Providing mentorship and training as needed for junior Customer Success team members.
Supporting development and implementation of any necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness.