Customer Success Manager
Flexera · United States
- Hybrid
- Full-time
- $120,000 / year
- United States
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Job highlights
- Manage complex accounts for Flexera's SaaS solutions.
- Drive customer value, renewals, and expansion opportunities.
- Mitigate churn risk and manage escalations effectively.
- Build strong relationships with key customer stakeholders.
- Coach other CSMs and drive continuous improvement.
About the role
About Flexera
Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com
About the Role
A Customer Success Manager (CSM) is a cross-functional and natural leader with vast field and practitioner experience in the industry, a record of success leading complex projects, managing people, and delivering business outcomes to their organizations. They are super-charged CSMs that can take care of a complex book of business while inspiring, coaching and pulling up others.They are the account owner for highly complex and large customers that deploy multiple Flexera solutions from Cloud to On-Premises, proactively managing their portfolio from a value and business objectives conversation throughout the entire lifecycle of a customer.
A Senior CSM will have a clear grasp on their book of business. They know their territory closely, understand the business of IT, and our customer’s priorities. They can translate from technical to c-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera’s business.
Responsibilities
- Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
- Identify the potential risk of churn and develop strategies to mitigate
- Identify expansion opportunities (upsell and cross-sell) for sales to develop
- Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
- Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
- Identify stakeholders at the account and establish relationships
- Proactively drive new value conversations
- Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
- Own an enablement and development plan for Customer Success
- Lead cross-functional projects of continuous improvement for the company
- Coach new-hire CSMs for onboarding and ramp-up
Hiring Requirements
- An outcome-driven individual with a customer-centric mindset
- 5 years of experience working in leadership positions of IT for a Fortune 1000 company, OR Experience in a Strategic Customer facing role for an Enterprise IT Software company
- Proven ability to maintain strong customer relationships and proactively grow them
- Ability to work with cross-functional teams and facilitate communication between technical and commercial teams
- Self-starter, independent thinker, active learner
- Recognized and successful practitioner understanding of the business and language of IT
- Strong executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation)
- Experience exercising these skills remotely is a plus
- People management experience
- Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness
- Successful project management experience with budget ownership
- Understanding of Software and SaaS licensing models. Security and service management is a plus
About Flexera's Commitment to Diversity and Inclusion
Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.
We encourage candidates requiring accommodations to please let us know by emailing careers@flexera.com.
Key skills/competency
- Customer Success Management
- Account Management
- SaaS Solutions
- Technology Value Optimization (TVO)
- FinOps
- IT Asset Management (ITAM)
- Customer Relationship Management (CRM)
- Salesforce
- Gainsight
- Project Management
Skills & topics
- Customer Success Manager
- Account Management
- SaaS
- Enterprise Software
- ITAM
- FinOps
- Customer Relationship Management
- Project Management
- Salesforce
- Gainsight
How to get hired
- Tailor your resume: Highlight leadership in IT roles or strategic customer-facing experience for enterprise software. Quantify achievements in value realization and contract renewals.
- Showcase executive communication skills: Emphasize your ability to persuade, resolve conflicts, and negotiate effectively with all levels of stakeholders.
- Demonstrate client-centricity: Provide examples of how you've proactively grown customer relationships and ensured customer success in previous roles.
- Prepare for technical and business discussions: Be ready to discuss IT business language, SaaS licensing, and demonstrate understanding of Flexera's solutions and TVO.
- Highlight remote work experience: If applicable, mention your success in managing customer relationships and projects remotely.
Technical preparation
Study Flexera's SaaS solutions and TVO concepts.,Master CRM and CS platforms like Salesforce, Gainsight.,Understand ITAM, FinOps, and SaaS licensing models.,Practice articulating technical details to C-level executives.
Behavioral questions
Describe a time you mitigated customer churn risk.,How do you proactively grow customer relationships?,Share an experience managing complex cross-functional projects.,How do you translate technical to C-level communication?
Frequently asked questions
- What is Flexera's approach to Customer Success for the Customer Success Manager role?
- At Flexera, the Customer Success Manager is a strategic leader focused on driving quantifiable value for top-tier customers. This role involves proactive account ownership, managing the entire customer lifecycle, and ensuring renewals and expansions through deep understanding of customer business objectives and Flexera's solutions.
- What are the key responsibilities for a Customer Success Manager at Flexera?
- Key responsibilities include helping strategic customers achieve value, securing contract renewals, identifying expansion opportunities, mitigating churn risks, maximizing product adoption, managing escalations, building stakeholder relationships, and coaching new CSMs. You will act as the primary account owner for complex, large enterprise clients.
- What kind of experience is Flexera looking for in a Customer Success Manager candidate?
- Flexera seeks candidates with 5 years of experience in IT leadership for Fortune 1000 companies, or strategic customer-facing roles in Enterprise IT Software. Strong executive communication, people management, project management, and familiarity with CRM/CS software like Salesforce and Gainsight are essential.
- Does Flexera encourage remote work for Customer Success Managers?
- While the job description notes that experience exercising communication and leadership skills remotely is a plus, the primary work arrangement for this role is not explicitly stated as remote in the provided text. It is best to clarify during the interview process.
- How does Flexera foster Diversity, Equity, and Inclusion (DEI) within its teams, particularly for the Customer Success Manager position?
- Flexera is committed to DEI, considering qualified applicants regardless of various protected characteristics. They have a DEI council driving policies and practices to foster a welcoming environment, ensuring equitable opportunities for all employees.
- What is the significance of 'Technology Value Optimization (TVO)' in the Customer Success Manager role at Flexera?
- TVO is central to Flexera's mission and the CSM role. It means helping customers optimize their technology spend, gain insights into cost optimization, compliance, and risks, ultimately driving significant financial value and demonstrating the ROI of Flexera's solutions.
- How does Flexera handle candidate accommodations for the Customer Success Manager role?
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