Enterprise Customer Success Manager Americas - Remote | WFH

Are you passionate about building strong relationships with customers and helping them succeed? We are looking for an Enterprise Customer Success Manager to join our growing team. In this role, you will work closely with customers to ensure they get the most value from our products and services while fostering long-term partnerships.

About the Role

As an Enterprise Customer Success Manager, you will play a crucial role in reducing risk and churn, driving adoption of new products or services, and supporting expansion within existing accounts. Your focus will be on developing trust, understanding customer objectives, and helping them navigate our wide range of offerings. By aligning expectations and suggesting additional services or capacity, you will increase customer loyalty, address any challenges, and support long-term success.

To provide tailored support, Customer Success Managers specialize in one of the following segments:

Mass: Small to mid-sized enterprises or large businesses starting their journey with our solutions.

Focus: Large organizations with established annual recurring revenue (ARR).

Step Growth: A selection of high-potential customers poised for expansion.

Additionally, all CSMs contribute to business support efforts, including assisting unassigned customers and store clients.

What You'll Do

Onboard new customers, guiding them through our products and support processes. Our product portfolio includes cloud infrastructure, open-source solutions, data applications, and more.

Manage a portfolio of customers within a specific region, identifying growth opportunities and potential risks.

Collaborate with Sales, Field Engineering, and Support teams to develop and execute engagement plans that align with customer objectives.

Lead customer meetings, providing insights and guidance to IT managers, developers, and executives across various industries.

Advocate for customer needs, influencing product roadmaps, documentation, and internal processes to improve satisfaction and retention.

Support customers through reactive ticket requests while proactively engaging with them through digital campaigns and targeted activities.

Conduct regular business reviews to identify challenges, prioritize solutions, and drive resolution through internal teams.

What We're Looking For

The ideal candidate is customer-focused, passionate about technology, and excels in building relationships. Key qualifications include:

At least 5 years of experience in IT-related roles, with exposure to projects involving Linux OS, cloud computing, networking, security, storage, or IoT.

Strong presentation skills with the ability to explain complex software solutions clearly.

Experience managing customer projects and improving internal processes to enhance customer experience.

Ability to work collaboratively across departments and interact with professionals at all levels.

Knowledge of agile methodologies and best practices in customer success.

Bonus Skills:

Experience using Salesforce, Jira, or other CRM tools.

Proficiency in Spanish and/or Portuguese in addition to English.

What We Offer

We believe in rewarding great work and offer competitive compensation, benefits, and professional development opportunities. Benefits include:

A remote-first work environment with twice-yearly in-person team events.

An annual learning and development budget.

Performance-based bonuses and annual compensation reviews.

Generous paid leave, parental leave, and wellness programs.

Travel opportunities to connect with global colleagues.

Join us in shaping the future of enterprise technology and open-source solutions while growing your career in a supportive and innovative environment!
Employment Type: Full-Time
Salary: $ 85,000.00 Per Year