Senior Customer Success Manager
Skills
Channel Account ManagementChannel PartnersCustomer EngagementCustomer LoyaltyCustomer PresentationsCustomer SatisfactionCustomer Success
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Self-starter with a drive to succeed.
- Ability to work cross-functionally with sales, marketing, legal, revenue operations, and product teams.
- Manage channel partner relationships, develop programs, strategies, and support materials.
- Well-versed in channel partner agreements, negotiations, programs, and terms.
- Support customers throughout the channel experience.
- Strong technical aptitude to stay abreast of technical developments at SpyCloud.
- 5-10 years of customer success management experience in a client-facing role.
- Experience within a 2-tier channel model and working for a SaaS company.
- BA/BS/Undergraduate degree required.
Nice to have
- Cybersecurity and ATO prevention experience
- Salesforce and Zendesk experience
- Competency with Microsoft's suite of business products
Day to day
- Maintain long-term relationships with channel partners and act as the main point of contact post-sale with a focus on program documentation, customer relationship building, upgrades, enhancements, and collaboration.
- Increase revenue while ensuring a solid continuum across all elements of the post-sale channel lifecycle.
- Execute action plans to track customer activity and projects, deliver growth by ensuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
- Manage channel partners and customers in a global environment, handling renewals, upsell opportunities, cross-functional collaboration with sales, marketing, legal, revenue operations, and product teams.
- Provide support and training to end-user customers in SpyCloud technology, anticipate customer needs, proactively drive solutions, and report account status to the Director of Channel Success.