Note: The job is a remote job and is open to candidates in USA. Seeq Corporation provides software and services that turn industrial process data into meaningful business insights. The Senior Customer Success Manager will drive customer outcomes, renewals, retention, expansion, adoption, and value realization across a portfolio of enterprise customers.
Responsibilities
- Develops a deep understanding of the customer’s business objectives and proactively plans and executes internal and external initiatives to drive customer outcomes
- Is accountable for protecting and growing a multi-million-dollar book of business by delivering high rates of renewal, mitigating churn and driving expansion
- Acts as the customer focal point in the organization and actively keeps customers informed on product updates, new use cases, updated training offerings, as well as helping customers map out their journey to achieve maximum value
- Serves as the trusted advisor that stakeholders depend on for industry insights, digital transformation guidance, and maximizing the ROI of their investment with Seeq
- Partners with the sales team, the product team, the training team and the support team to ensure that customer needs are met and, where possible, anticipated
- Understands Enterprise SaaS within large multinational organizations and can expertly navigate internal IT/OT priorities
- Develop and implement success plans that outline how we will align with our customers’ strategic initiatives to exceed their expectations
- Deliver quarterly Customer Success Reviews, which are used to highlight successes and refocus priorities to continue driving value
- Drive adoption through user onboarding, promoting training, establishing customer user forums, and regular customer touchpoints
- Own the renewal process for each customer, ensuring timely renewals while minimizing churn. This involves understanding customer priorities and driving value generation
- Collaborate with the account team to develop comprehensive account plans that will drive our strategy around expansion, cross-sell, and upsell
- Respond to customer concerns and roadblocks, leading them to the right resources and providing context about priority to the Support Team/Development Team
- Identify gaps in Seeq capabilities required to meet customer needs and prioritize to advocate for Feature Enhancements
- Leverage customer relationships to expand to other sites, business units, or partner companies
Skills
- You must be authorized to work in the country in which you reside
- 5+ years working in a customer facing role for a B2B SaaS company, or similar technology company, with exposure to multinational organizations OR 5+ years working with or in industrial/manufacturing organizations
- Knowledge of time-series and data analytics in manufacturing and an understanding of IT/OT needs and priorities
- Experience interacting with and presenting to Senior Director+ levels at global Fortune 500 companies
- Data-driven individual who understands the importance of customer health indicators, and how to pivot account strategy, when required
- Adept at translating corporate objectives (e.g., from an annual report) into strategic priorities for an account and gaining stakeholder alignment
- Experience owning the renewal process
- Experience collaborating with Sales and Services organizations to build and execute account plans that lead to customer advocacy and expansion
Benefits
- 12-week paid Seeq family leave
- Unlimited PTO
- Internet and mobile phone reimbursements
- Medical benefits
- Group term life insurance
- Short-term and long-term disability insurance pre-tax benefits
- Voluntary vision and dental (ortho)
- Vacation bonus program
- Employee Assistance Program
- Generous home office allowance
- Remote-first (only) company
Company Overview