Customer Success Manager

We are looking for our first Customer Success Manager to build and scale the Account Management organization and serve on our leadership team. This will be a high impact role that influences customer satisfaction through all stages of the customer lifecycle from onboarding to renewals.

Responsibilities

• Set the vision and plan for the Account Management organization with a focus on product adoption, customer experience and growth through renewals and upselling
• Design a customer feedback collection processes to inform our product development roadmap and ensure the voice of the customer is heard throughout the company
• Serve as a point of escalation for team members and customers
• Build and lead a high performing team that is customer focused and works collaboratively across SkySafe functions
• Establish metrics and goals to assess performance and drive continuous improvement
• Become a trusted source for our customers and build SkySafe’s reputation for world class customer service

Qualifications

• Bachelor's Degree and/or equivalent professional experience
• 5 - 7 years of total work experience
• Enthusiastic and creative team leader with the ability to inspire others, and a track record of high employee engagement
• Experience in building and scaling an account management function at a startup
• Pre and post-sales experience is essential
• Experience working within federal, state, and local governments sales
• A good understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring
• Expertise in user requirement identification, customer input, VOC & market research.
• Highly effective at dealing with change and ambiguity as business needs shift responding well under pressure and demonstrating flexibility while ensuring compliance
• Strong written, presentation and verbal executive communication
• Comfortable working across functional to build account management processes
• Effectively manage time and priorities without supervision