Senior Customer Success Manager - Remote

Overview

The Senior Customer Success Manager (CSM) is passionate about making customers wildly successful with Scaled Agile’s (SAI) offerings. As masters of Success Management principles and processes, Senior CSMs drive adoption, retention, and expansion by aligning customer needs and relationship management with best-in-class Customer Success tools and methodologies with our most important enterprise customers.

In Short

• Manage strategic and growth accounts of Enterprise customers.
• Guide customers through their agile transformation using SAFe Enterprise.
• Drive plans and strategies with Customer Success tools.
• Build relationships with Customers’ C-suite.
• Create and follow through success plans for strategic results.
• Encourage customer participation in Advisory Boards and testimonials.
• Identify and resolve internal and external challenges.
• Find new ways to improve customer satisfaction and consumption of SAFe products.
• Collaborate with Regional teams and Customer Success.
• Contribute to knowledge base and provide customer feedback.

Requirements

• 7+ years of experience in B2B environments.
• 3+ years in Customer Success Management.
• Experience with Agile teams or SAFe.
• SAFe and/or Agile Certifications Required.
• Strong interpersonal and communication skills.
• Technical mindset to digest complex scenarios.
• Ability to thrive in a fast-paced environment.
• Experience with Salesforce and Gainsight.
• Bachelor’s Degree in Business, Marketing or related field.
• Ability to travel 10-15% of the time.

Benefits

• Competitive salary with variable compensation.
• Comprehensive benefits package including medical, dental, and vision.
• 401K with a match.
• Flexible paid time off.
• Company paid sabbatical after six years of service.
• Bonus plan and equity options.
• Opportunities for professional growth.