Customer Success Manager

The Role of a Customer Success Manager at BeyondTrust

A Customer Success Manager is an energetic and enthusiastic person with a drive to engage with BeyondTrust customers, connect with them as people, and ensure they realize the best value possible from their purchase. By leveraging Success Plan templates and internal Customer Success tools and platform, the CSM will be responsible for guiding their customers through the various milestones of the customer journey (onboarding, implementation, steady state, etc.). By acting as the customer’s advocate and liaison, ensuring their questions, needs, and issues are met, the CSM will ensure a well-managed, positive customer experience throughout the customer’s journey with BeyondTrust.

What You’ll Do

• Work to execute a world-class customer experience using internal tools, templates, and processes.
• Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc.
• Determine how to drive a swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and accelerate the adoption of our products.
• Cross-collaborate with Sales on accounts, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products.
• Advocate for the customer – ensure they see relevant case studies, know about upcoming release details, and new products. Report internally on customer issues and feature requests, and ensure their product requests are considered.
• Examine health check findings and ensure actions are created, tracked, and closed promptly by the teams who own them, facilitating the resolution across the various teams who own the actions.

What You’ll Bring

• 2+ years of previous Customer Success / Customer Management experience.
• Experience in success plans and customer health scoring.
• Strong organizational skills and the ability to handle multiple customers in a fast-paced environment.
• Experience in tracking actions, resolving issues, and de-escalating customer concerns.
• Excellent verbal and written communication skills.
• Proactivity is a must.

Nice To Have

• BeyondTrust products knowledge.
• Experience in technical presales, technical account management, professional services, and/or technical customer success management.
• Cyber Security and Software Trends.
• Salesforce experience.
• Gainsight experience.
• FinancialForce PSA experience.
• MS Office.

Key skills/competency

• Customer Success
• Customer Management
• Success Plans
• ROI Acceleration
• Product Adoption
• Customer Advocacy
• Issue Resolution
• Cross-collaboration
• Cybersecurity SaaS
• Salesforce