Customer Success Manager

2 weeks ago

Vancouver, Canada Absolute Software Full time

Absolute is a global cyber-security technology company based in Vancouver, BC that makes Security work We help organizations recover and resume normal operations in the face of security breaches. Absolute envisions a world where security and IT professionals always retain control over their devices and data. We’re the first and only company to offer uncompromised visibility and near real-time remediation of security breaches at the source.

And as a member of our overall Customer Experience team, you are an excellent team player as well as a meaningful contributor that can work independently to resolve customer challenges. Our Vancouver office works a hybrid schedule of 1 day collaborating in the office while trying to find ways to continue learning from each other when we are remote. We are part of a greater team that looks after each other while also building out a unique culture that knows when to acknowledge and celebrate our successes.

**Responsibilities**:

- Be the “voice of the customer” within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute **Secure Endpoint** product line
- Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute.
- Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
- Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting strategic account reviews.
- Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies.
- Focus on net dollar retention by:

- Identifying and mitigating risk on customer accounts and work with account teams and executives to mitigate risk of churn.
- Uncovering growth opportunities in your portfolio through expansions, upsells and cross sells to provide a rewarding customer experience.
- Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities.
- Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve.
- Become a technical Subject Matter Expert of Absolute and contribute to building new processes and sharing best practices within the larger Customer Success team.
- Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities.
- Work cross-functionally with other internal teams such as Professional Services, Product Management, Marketing, Enablement and Sales to cooperatively drive, maintain, and improve customer health and value perception
- Work cross-functionally with other internal teams such as Professional Servies, Product Management, Marketing and Sales to cooperatively drive, maintain, and improve customer health and value perception

**What You Will Need**
- 4+ years Customer Success experience within a SaaS high-tech work environment working with enterprise customers - experience with Government, Healthcare, Financial and Professional Services industries a bonus
- Exceptional ability to communicate and foster positive business relationships
- Strong aptitude for technology with the ability to explain technical concepts and theories to technical users
- Team player, that strives to develop win-win situations for customers and colleagues
- Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level
- The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
- Ability to take initiative, own processes and work independently as required
- Experience with CRM tools such as Salesforce and Gainsight
- Walked a mile in our customer’s shoes or willingness to become an expert in their field
- The base pay range for this position is from $74,000 - $80,000 annually; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program._

**Why Work For Us**:
You’re resilient and passionate about securing the Work from Anywhere era.

So are we.

We’re in search of the best and the brightest - everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers - we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are

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