Note: The job is a remote job and is open to candidates in USA. Recast Software empowers organizations to better manage and support users and devices through software that integrates with existing IT infrastructure. The Customer Success Manager will own customer relationships, drive product adoption and retention, manage renewals and expansion opportunities, and develop scalable playbooks to improve customer outcomes.
Responsibilities
- Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact
- Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large
- Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C-Suite) the ROI far exceeds the cost of the tools
- Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth
- Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion
- Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value
- Build up a pool of customer advocates and drive customer references and case studies
- Act responsively, with attention to detail, to customer requests
- Proactively identify and solve for “at risk” customers
- Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers
- Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success
- Work with Recast systems for the creation, management, and tracking of customer information
Skills
- * 2+ years of relevant work experience managing customer relationships within a technical software company
- * Experience carrying a quota and owning a book of business
- * Excellent communication skills across mediums and audiences
- * Curiosity, empathy, and an eagerness to learn about Recast's technical & complex tools, our customers, and their environments
- * Strong problem solving and critical thinking skills with a can-do attitude
- * Highly accountable and self-motivated, comfortable owning projects from conception to follow-through
- * Passion for technology with a strong desire to serve a technically adept audience
- * Strong organization and prioritization skills
- * Proficiency with a CRM tool
- * Proficiency with a Customer Success platform
- * Experience with Salesforce
- * Experience with Gainsight
Benefits
- US candidates: cash compensation includes $15,000 in incentive compensation (commission) for meeting goal.
- Medical, dental, and vision
- FSA or HSA with company contributions
- Employer paid STD, LTD, AD&D and life insurance
- 401k with 4% employer match
- Work-life balance, flexible time off, and remote work options
- Parental leave
- UK candidates: cash compensation includes 10,000-15,000 GBP in annual commission for meeting goals (paid in monthly installments).
- Internet reimbursement
- Pension scheme
- Company cell phone plan reimbursement
- Work-life balance and remote work
- 33 holidays (including bank and public holidays)
Company Overview