Manager, Customer Success Management
hace 2 semanas
Do you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.
Come join ShareFile We’re building a team of rock stars to be part of our growth journey and are adding a Sales Development Representative to join our growing ShareFile Sales team. If you enjoy a fun, fast-paced, dynamic environment and want to be part of a collaborative team where you can make a difference—we want to talk to you
Now, let's delve into the specifics of this critical role. The Manager, Customer Success Mgmt is responsible for overseeing a team of Customer Success Engineers responsible for 50% of the ARR. In addition to retaining customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. You will establish customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers. Your role involves continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to pinpoint accounts primed for expansion.
Key Responsibilities:
Strategy:
- Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
- Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
- Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.
Execution:
- Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
- High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
- Low-Touch Customer Engagement: Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn.
- Expand account stickiness by ways of further feature adoption and use cases.
- Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach.
Continuous Improvement & Growth:
- System and Process Enhancements: Recommend system and process enhancements to address common customer issues effectively.
- Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption.
- Build Customer Advocacy: Foster and maintain relationships with customer advocates.
- Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.
**Requirements**:
Your superhero uniform includes:
- 5 or more years of experience in Customer Success, Support, Sales Engineering, or related technology fields
- 2+ years of team leadership and/or people management experience
- Practical knowledge of product support for ShareFile or similar experience from previous customer success roles.
- ShareFile product experience and support a plus.
- Technical certifications in related technologies.
Your superhero strengths include:
- Experience working with Customer Success teams on SaaS B2B or B2C products.
- Startup mindset highly passionate, team player with a high sense of urgency and willingness to tackle ambiguity in a fast-paced business.
- Laser focus on solutions and outcomes
- Exceptional multitasking skills
- Sharp attention to detail
- Crisp and intent-driven communication
- Ability to work both independently and collaboratively.
- Strong technical skills with a continuous learning mindset
- A penchant for continuous optimization, automation to drive efficiency, scale, and accuracy.
- A strong desire to lead by example and go above and beyond for customers and colleagues.
- An interest in leadership and customer success program development
Management and supervisory professionals in this role focus on tactical and operational activities within ShareFile Customer Success. Key skills include:
- Team Leadership: They typically manage a large team typically composed of experienced or highly technical professionals. Has hiring, termination, promotion, and reward authority, in accordance with manager review and approval.
- Oversight and Planning: The majority of their time is dedicated to overseeing the Customer Success Engineering team, planning, prioritizing, and directing employee responsibilities. Responsible for making moderate to significant improvements of processes, systems or products to support customers. Problems and issues faced are numerous and undefined, and require detaile
-
Customer Success Account Management- Manager
hace 2 semanas
San José, Costa Rica Microsoft A tiempo completoWith over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...
-
Manager, Customer Success Management
hace 4 semanas
San José, Costa Rica Cloud Software Group A tiempo completoDo you thrive in a startup vibe?Were you built for a small, nimble, and dynamic team that's ready to win?If you answered yes, we want to talk to you!We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential.This business unit is unique, and we certainly aren't afraid to stand out...
-
Manager, Customer Success Management
hace 3 semanas
San José, San José, Costa Rica Cloud Software Group A tiempo completoDo you thrive in a startup vibe?Were you built for a small, nimble, and dynamic team that's ready to win?If you answered yes, we want to talk to youWe are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential.This business unit is unique, and we certainly aren't afraid to stand out...
-
Manager, Customer Success Management
hace 10 horas
San José, San José, Costa Rica Tibco A tiempo completoDo you thrive in a startup vibe?Were you built for a small, nimble, and dynamic team that's ready to win?If you answered yes, we want to talk to youWe are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential.This business unit is unique, and we certainly aren't afraid to stand out...
-
Manager, Customer Success Renewal Management
hace 2 semanas
San José, San José, Costa Rica Smartsheet A tiempo completoSmartsheet is looking for a proven leader to help build, operate, and scale our Customer Success Renewal Management team.As **Manager of Customer Success Renewal Management**, you will build and manage a team of Customer Success Renewal Professionals and execute on the overall team vision.You will collaborate with the Sales and Customer Success teams to help...
-
Manager - Inside Customer Success Management
hace 4 semanas
San José, Costa Rica Zscaler A tiempo completoCompany Description With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs,...
-
Customer Success Manager
hace 4 días
San José, San José, Costa Rica Cisco Systems A tiempo completoThe Cisco Contact Center Business Unit is a global leader in contact center solutions.Our software portfolio enables businesses to provide world class customer care to their customer base.The contact center industry is currently going to through several major transformations: rapid transition from premises solutions to cloud-delivered solutions, and...
-
Customer Success Manager
hace 9 horas
San José, San José, Costa Rica Palo Alto Networks A tiempo completoWe are seeking a seasoned professional to lead our team of Services Account Managers. As the Customer Success Manager, you will be responsible for managing a high-growth business and driving team performance. You will utilize data analytics and your analytical skills to guide changes, updates, and improvements.The ideal candidate will have 10+ years of...
-
Customer Success Manager
hace 3 semanas
San José, San José, Costa Rica Appvance A tiempo completoThis is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality.We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth.To accelerate our growth, we are seeking an experienced Customer Success...
-
Customer Success Account Manager
hace 3 semanas
San José, San José, Costa Rica Microsoft A tiempo completoThe **Sr.Customer Success Account Manager,** will be part of our **Customer Success** organization.Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers...
-
Sr. Manager, Customer Success
hace 4 semanas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo5+ years managing a team of 8+ Senior Customer Success Managers/Account Managers, Project Managers or Program Managers. - 6+ years professional experience within Customer Success Management, Account Management, Sales, Vendor Management, Business Development, E-Commerce, Retail, Consulting, Business-to-Business (B2B), Sales Operations or Shared Service...
-
Enterprise Customer Success Manager
hace 3 semanas
San José, Costa Rica Cloudera A tiempo completoJob Description: The Enterprise Customer Success Manager is a critical role that ensures the ability of Customer Success to scale and provide success activities across all customer segments through a high-ratio, low-touch engagement model. This role focuses primarily on driving retention and adoption, and therefore excels at risk recognition and mitigation...
-
Customer Success Manager
hace 2 semanas
San Pedro, Costa Rica Appvance.ai A tiempo completoThis is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality. We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth. To accelerate our growth, we are seeking an experienced Customer Success...
-
Customer Success Manager
hace 3 semanas
San Francisco, Heredia, Costa Rica Wrike Careers Page A tiempo completoWrike is the most powerful work management platform.Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.**Our vision**:A world where everyone is free to focus on...
-
Associate Customer Success Manager
hace 4 semanas
San José, Costa Rica Syniverse A tiempo completoSyniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight...
-
Associate Customer Success Manager
hace 4 semanas
San José, Costa Rica Syniverse A tiempo completoSyniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight...
-
Customer Success Leader
hace 5 horas
San José, San José, Costa Rica Smartsheet A tiempo completoAbout the JobSmartsheet is seeking an experienced Customer Success Manager to join our team. In this role, you will be responsible for managing a portfolio of enterprise-level accounts to drive customer satisfaction and retention. This includes serving as the primary contact for key customers, understanding their success criteria, addressing questions and...
-
Customer Success Manager
hace 2 semanas
San José, San José, Costa Rica Hewlett Packard A tiempo completo**Job Summary**- This role is responsible for creating and executing account business plans and customer success plans while handling monitoring and analyzing deal's P&L performance to ensure overall success.The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc.**Responsibilities**- Creates and...
-
Customer Success Management Lead
hace 9 horas
San José, San José, Costa Rica Tibco A tiempo completoAbout the RoleWe are seeking a highly experienced Customer Success Management Lead to join our team. In this role, you will oversee a team of Customer Success Engineers responsible for 50% of the ARR.Your key responsibilities will include establishing customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently...
-
Customer Success Manager, Strategic Account Services
hace 3 semanas
San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo***NOT A PEOPLE MANAGER, THIS IS AN INDIVIDUAL CONTRIBUTOR ROLE*** The Strategic Account Services (SAS) organization is seeking a Customer Success Manager for our Time Bound Account Management team (TBAM) to shape the future of the program.The Customer Success Manager drives business growth for some of the most influential Sellers on the Amazon Store,...
