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Customer Success Manager
2 months ago
**Location: Virtual/Remote Canada**
This is an exciting opportunity to get in early on Juniper Networks’ transformation to delivering experience first networking, and helping customers get the very best value from our products. At Juniper, we believe that to realize our company vision, Connect Everything and Empower Everyone, we need the extraordinary contribution of many working together as a team. We invite you to bring your best and partner with us to ensure success for all.
As a scaled Customer Success lead, you will have a unique opportunity to be a founding member of this team, helping to build and execute Juniper Networks’ Scaled Customer Success motion - leveraging systems, automations, and strong collaboration with teams across the organization. You are a self-starter with a passion for scale, bias for action, ability to think big, prioritizing quality and experience. You also understand the value of engaging and nurturing customers post-sales using 1-to-many and human strategies to drive customer outcomes by increasing engagement, adoption, enabling retention and growth.
**Responsibilities**:
- Work with cross functional teams to develop, test, and iterate on scaled customer success playbooks and engagement strategies.
- Liaise across Sales, Product, Marketing and Services teams to understand key drivers of health and identify opportunities to improve adoption and engagement.
- Leverage one-to-many tactics with customers to increase engagement, adoption, drive positive outcomes, and articulate value realized.
- Develop, guide and coach digital CSMs, helping them to succeed in their responsibilities including driving customer outcomes through proactive outreach.
- Analyze customer data to create and refine customer engagement strategies.
- Deliver results across team KPIs and org level Objectives and Key Results.
- Ensure seamless transition of customer interactions as part of global team.
**Desired Experience**
- 5+ years’ experience in a client-facing role, ideally customer success, consulting, account management, sales, or customer marketing experience, preferably working with a technical product.
- Management experience with a team of at least 5 team members.
- Demonstrated success leading and managing a large and varied book of business.
- Experience implementing and working with scaled & targeted digital programs focused on post sales engagements (i.e., Digital Customer Success / tech touch, Digital Marketing).
- Experience with CRMs or customer success solutions such as Totango, Gainsight or SalesForce.
- Experience leading cross-functional initiatives in mid-sized or large organizations.
- Strong communication, presentation, people, and project management skills.
- Industry and/or Domain experience a plus.
