Blueprint · 2 hours ago
Sr Customer Success Manager
Lehi, UT
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expRocketlane is a fast-growing, innovative SaaS company focused on customer onboarding and professional services automation. The Sr Customer Success Manager will play a key role in ensuring customers derive maximum value from the product, driving expansion and retention while engaging strategically with large customers.
ConsultingInformation TechnologySoftware
Responsibilities
Craft and execute on cohesive CS playbooks for key stages across the customer lifecycle such as upcoming renewals, QBRs/EBRs, customers with low health scores, churn/downgrade risk accounts, etc
Engage strategically with large customers around their goals and objectives and deliver best practices and solutions that will help them accomplish their objectives
Drive expansion and retention
Plan strategically and execute on new initiatives/campaigns, to identify gaps in product usage/adoption across mid-market and Enterprise customer segments and course-correct as conditions warrant
Monitor and closely track product adoption, usage, and overall customer health and deliver findings to the leadership team
Maintain and monitor key metrics across customer segments including NRR, renewals, churn rates, NPS, etc
Proactively assess customer goals and needs, and have a consultative approach to facilitate their success with the product
Be highly creative in devising campaigns that inform and educate and engage customers on the latest product features
Have an experimental and iterative approach to generate a continual and qualified pipeline of renewals
Proactively identify and assess expansion opportunities
Qualification
Required
10+ years of overall experience with at least 4 years experience in a CS role, preferably in early-stage startup(s)
Ability to apply a good mix of strategic and analytical thinking, business acumen, operational discipline, and strong communication and collaboration skills
A proactive go-getter capable of getting hands dirty and going from idea to execution and pushing the organization to change
Experience in having a data-driven approach, optimizing for the right parameters on the go, and having strong execution capabilities
Proven track record in managing multiple stakeholders, identifying key customers, and cross-org collaboration
An open mindset to build and execute with geographically distributed teams from the ground up that consistently deliver outstanding results
Preferred
Strong knowledge of relevant CS tools/technologies shall be a plus
Benefits
Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.
Industry-first HSA benefits.
Flexible Time Off
Generous 401(k) match to support your financial future.
Company
Blueprint
Blueprint is redefining the data solutions ecosystem.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Gary Nakanelua
Managing Director, Product & Innovation
Recent News
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