Note: The job is a remote job and is open to candidates in USA. Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. They are seeking a Customer Success Manager to build and maintain relationships with customers, driving their success while collaborating with various teams to enhance customer experience and product adoption.
Responsibilities
- Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact
- Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large
- Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C-Suite) the ROI far exceeds the cost of the tools
- Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth
- Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion
- Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value
- Build up a pool of customer advocates and drive customer references and case studies
- Act responsively, with attention to detail, to customer requests
- Proactively identify and solve for 'at risk' customers
- Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers
- Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success
- Work with Recast systems for the creation, management, and tracking of customer information
Skills
- 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
- Experience with Salesforce
- Experience with Gainsight
Benefits
- Medical, dental, and vision
- FSA or HSA with company contributions
- Employer paid STD, LTD, AD&D and life insurance
- 401k with 4% employer match
- Work-life balance, flexible time off, and remote work options
- Parental leave
Company Overview