Customer Success Manager, SMB Accounts

Join SADA as a GCP Customer Success Manager - SMB!

Your Mission 

As a GCP Customer Success Manager - SMB, you will be the inaugural member of SADA’s Google Cloud Platform (GCP) Customer Success team focused on our Small-to-Medium Business (SMB) customers. Our GCP Customer Success team is rapidly growing, but is only a year old. Your position will at first be a hybrid role, requiring you to both create and own the strategy for driving engagement, retention, and expansion within our SMB segment, while also being the sole CSM contributor focused on delivering value to this customer base. Our objective is for this position to soon evolve into a management role, responsible for building and growing a GCP SMB Customer Success team once the strategy is set. 

You have experience implementing processes, programs, and tools that efficiently scale operations. You are able to drive one-to-many strategies that maintain a personal, consultative feel for the customer and deliver meaningful customer engagements. You must be a person that can think outside the box to help further define the roles and responsibilities to amplify the customer impact your team members can make. You are creative and eager to take on responsibilities of heading a team. You thrive in a fast-paced, agile organization and love being part of a high-performing team. 

Responsibilities:

• Set and evolve the overall vision and strategic plan for a scaled customer experience with SADA’s SMB GCP customers with a focus on enabling product consumption, leading a positive customer experience, and driving expansion 
• Actively manage an expansive set of SADA’s SMB customers and be responsible for all associated engagement, business outcome delivery, and expansion goals
• Engage 1:1 with targeted customers at key points in the customer journey to ensure consumption of GCP
• Leverage tools and technology to deliver value to multiple accounts at once through many programs, such as creating email campaigns, custom trainings/webinars, new collateral, hosting office hours, and other strategies you develop and implement
• Partner with Sales on upsell, cross-sell, and expansion opportunities within the SMB segment
• Serve as the ‘voice of the customer’ by identifying common customer challenges and providing internal feedback on how we can maximize customer value and resolve customer concerns with urgency
• Serve as an escalation point for your assigned clients

Pathway to Success 

#ThinkOneStepAhead: We focus beyond the now, always charting the path forward. We proactively take the initiative — both individually and together — to work smarter and faster, leading what’s next.

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured quarterly by the breadth, magnitude, and quality of your contributions, your collaboration and leadership, and your consultative and customer-centric approaches. 

Expectations

Customer Facing - You will interact with customers on a regular basis, sometimes daily, other times weekly/bi-weekly. Common touchpoints occur when qualifying potential opportunities, at project kickoff, throughout the engagement as progress is communicated, and at project close. You can expect to interact with a range of customer stakeholders, including engineers, technical project managers, and executives.

Onboarding/ Training - The first several weeks of onboarding are dedicated to learning and will encompass learning materials/assignments and compliance training, as well as meetings with relevant individuals. Details of the timeline are shared closer to the start date. 

Job Requirements

Required Qualifications:

• 5+ years experience working in a service capacity (customer success, consulting, account management, etc.); SaaS experience preferred
• Excellent mentoring and coaching skills, with ability to support CSMs every day to help them grow their careers, advise customers, and serve as trusted partners to achieve outcomes
• Strong people and performance management skills, including hiring, training, and enabling CSMs
• Demonstrated experience guiding a Customer Success team through periods of substantial growth and change
• Experience developing customer-centric approaches and customer satisfaction measurements
• Excellent communication, organizational, and time management skills
• History of presenting to and managing expectations of C-Level leadership
• Experience collecting and presenting CS metrics and performance to leadership teams
• Strong collaborator who works well in a cross-functional team dynamic. Able to partner with sales, professional services, product, and marketing teams to improve processes and voice of the customer activities