Customer Success Manager

5 months ago

Waterloo, Canada eSentire Full time

About eSentire
eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.

About The Customer Success Team

We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Senior Customer Success Manager to join our ranks, as we exponentially grow our customer base.

Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.

We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

Who You Are

As a Customer Success Manager, you will be responsible for making midmarket customers (businesses over 250 employees and less than 1,000 employees) in your portfolio successful.

You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.

You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

What You Are Great At

Your top priority will be developing and driving Customer Success Programs for your portfolio of customers.
- leaving no retention rock unturned. Your responsibilities will include that you:

- Provide overall value and relationship management to portfolio of customers
- Building and maintaining rapport with your clients to ensure user satisfaction
- Proactively reaching out to your accounts to assess health of the account and to identify future needs and growth opportunities
- Being resourceful with a strong ability to solve problems by getting the required information
- Developing clear communication and guiding customers on their journey as a trusted advisor
- Overseeing the ongoing adoption of eSentire across multiple organizations
- Developing a thorough understanding of how eSentire drives business value and ROI
- Actively managing the customer relationship and the lifetime value of clients across a large and diverse assigned customer base
- Identifying risk, upsell opportunities and working with internal and external stakeholders to present solutions
- Manage renewals and find new expansion opportunities within the account
- Manage escalations and service reviews
- Create customer success plans - understanding client objectives and can develop plans to manage
- Collaborate with peers to ensure customers are successful
- Make recommendations and influence important operating issues/decisions for the broader team
- Find ways to streamline work, innovate key processes and leverage technology
- Meet and exceed churn and revenue goals - You will be measured by renewal and retention rates, referenceable customers & NPS

What We Require
- 1-2+ years of customer facing experience in customer service, account management or customer success, or equivalent industry experience
- Experience managing a high volume of customers.
- Experience managing, consulting and negotiating with businesses under 250 employees with proven success in growing existing accounts and relationships at scale.
- Experience negotiating renewals and working through the commercials
- Experience managing and supporting clients with proven success in communicating with customers.
- Represent the voice of customers - identify and convey customer feedback and use cases to product team
- Confidence in setting and delivering upon ambitious metrics
- Ability to learn and persuasively articulate eSentire’s value proposition to client senior executive teams
- Patience and positivity. Ability to be focused during a growing and changing scale-up environment

Our Culture and Values
At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes

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