JB Search Partners · 1 week ago
Customer Success Manager (West Coast)
United States
Full-time
Remote
Mid, Senior Level
$140K/yr - $140K/yrJB Search Partners is seeking a Customer Success Manager to assist existing customers in maximizing their usage of the Master Data Management (MDM) Platform. The role involves managing enterprise software accounts, ensuring platform adoption, customer retention, and satisfaction, while also identifying opportunities for account expansion.
Staffing & Recruiting
Responsibilities
Helping existing customers maximize their usage of the Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote the organization
Manage 40-50 enterprise software accounts that span different customer segments (strategic, develop, sustain), that are in different points in their customer journey (new customers, steady-state existing customers), and are using our platform under different license models (SaaS, subscription and perpetual) and deployment models (SaaS, Platform-as-a-Service within the customer’s cloud tenant, IaaS within the customer’s cloud tenant, and on-premise)
Work across teams, functions, and partners to ensure that both new and existing customers are leveraging the technology to deliver tangible business value: increased revenue, decreased cost, or decreased risk
Engage with day-1 customers as the facilitator to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track
Ensure that the existing customers are optimally utilizing the platform to realize maximum benefit from the customer’s partnership with us
Leverage support, professional services, partners and other leadership to ensure that we are and will continue to deliver value as customers navigate their data journey
Ensure customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal
Serve as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and then ensure those plans are executed to resolve the customer issues
Thoroughly understand the implementation/adoption status and solution significance within your assigned accounts, you will leverage cross-functional teams to help struggling customers realize their data management goals
Cross-functional coordination of partner and customer resources to ensure value realization will create enthusiastic customers who will readily promote our platform to colleagues and peers
Become the dependable go-to single point of contact to address customer needs
Make key stakeholders and executive sponsors within our customers 'Data Heroes' within their own organization
Identify additional use cases for the platform that result in platform expansion
Leverage documented customer results and case studies to actively promote additional use cases among your accounts
Recognize high-potential or high-risk accounts, and engage cross-functional resources to develop an engagement plan to leverage those cross-functional resources in order gain access to customer executives and to align with customer strategic goals
Understand the solutions and value our platform delivers, understand our account segmentation and corresponding engagement motions, and your accounts
Digest and familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations
Fully understand our customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment, and how it applies to each account in your territory
Invest time with your CSM peers, your VP of customer success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each existing account in your territory
Develop your prioritized existing account engagement plan based upon customer segment
Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts
Establish a cadence with existing customers based on segmentation
Understand and document the current utilization within each existing customer
For day-1 new customers, become the facilitator to ensure implementation and adoption are progressing according to plan, timeline, and budget
Escalate risks, delays or issues to your leadership team
Map out key stakeholders within each customer account and document in Salesforce
Understanding key customer initiatives and priorities that could benefit from the platform
Sharing use cases and insights with customers to improve a customer’s understanding of how they could expand their utilization
Build relationships with the Pre-sales Team, our Value Consultant, our CTO, our VP of Customer Success, our VP of Strategy, and other team members to bring expertise and value to our install
Qualification
Required
Experience in customer success or account management in a software environment
Strong understanding of Master Data Management (MDM) platforms
Ability to manage multiple enterprise software accounts across different customer segments
Experience with SaaS, subscription, and perpetual license models
Experience with various deployment models including SaaS, Platform-as-a-Service, IaaS, and on-premise
Proven track record of exceeding retention and renewal targets
Strong problem-solving skills to manage escalations and develop mitigation plans
Ability to proactively identify and mitigate risks for customers
Excellent communication and interpersonal skills to coordinate with cross-functional teams
Ability to understand and promote additional use cases for the platform
Experience in building relationships with key stakeholders and executive sponsors
Strong organizational skills to manage account engagement plans and customer segmentation
Familiarity with Salesforce or similar CRM tools
Company
JB Search Partners
Finding the right talent is a full time job. Heck, it's OUR full time job. With JB Search, you get the best in the business.
Founded in 2023
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Brandi Wheeler
Co-founder & Partner
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