Senior Customer Success Manager - East

Nerdio

153d

About The Position

As a Senior Customer Success Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team. You will manage a book of Enterprise accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion. You will own the negotiation process for contract renewals and expansions from start to finish. Consulting with customers throughout the customer lifecycle to understand their business and strategic goals is essential, ensuring they find ongoing value in Nerdio's products and services. You will establish and nurture key relationships with executive sponsors and decision makers within customer organizations. Collaboration with Sales and Customer Success leadership will be crucial to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success. You will track customer interactions and engagements within the CRM tool and evangelize new product features while providing customer feedback to Sales, Product, Customer Success, and Engineering teams.

Requirements

• A minimum of 9 to 14 years of experience in a customer success or account management role, preferably within the technology industry.
• Strong understanding of cloud computing, IT services, or related fields.
• Demonstrated ability to build and maintain strong relationships with customers.
• Experience in managing customer accounts, handling escalations, and resolving issues.
• Proficient in using customer relationship management (CRM) software.

Nice To Haves

• Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals.
• Familiarity with the Microsoft Azure ecosystem and cloud services.
• Knowledge of IT project management methodologies and best practices.
• Experience in conducting customer training sessions or workshops.
• Understanding of customer success metrics and the ability to analyze data.

Responsibilities

• Manage a book of Enterprise accounts with a retention rate of 90% or higher.
• Identify opportunities for revenue expansion.
• Own the negotiation process for contract renewals and expansions.
• Consult with customers to understand their business and strategic goals.
• Establish and nurture relationships with executive sponsors and decision makers.
• Collaborate with Sales and Customer Success leadership to mitigate churn risk.
• Develop account expansion strategies.
• Track customer interactions within the CRM tool.
• Evangelize new product features and provide feedback to relevant teams.

Benefits

• Competitive Base + Commission Plan
• Stock Options
• Health and Welfare Plans
• Life and Disability Plans
• Retirement Plan
• Unlimited Flexible Paid Time Off including your birthday off!
• Collaborative Team Culture

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees