Job Description
Title: Senior Manager, Customer Success
Location: Remote within the US
*This position can be remote within the US*
What we’re looking for
ScienceLogic is looking for a Sr. Manager of Customer Success who will help us build and scale a team of Customer Success Managers with post sales ownership of overall success of customers. Ensure customers derive maximum value and utilization from our technology and services such that they renew, expand and become ScienceLogic champions. You will have the opportunity to work with some of the most innovative companies that are using the latest AIOps solutions to transform the world.
What you’ll be doing
- Lead, manage, and mentor a team of Customer Success Managers to achieve customer, company, and team goals
- Assign accounts and distribute work across individuals for optimal customer coverage and team balance
- Inspire the team to be customer obsessed by understanding customer objectives, their use cases, and ScienceLogic technology
- Partner with Sales teams to drive growth and successful renewal of accounts
- Collaborate with cross functional teams to mitigate customer risk and help your team with escalations as needed
- Lead team activities to monitor customer progress, forecast growth and achieve growth (GRR) and net retention (NRR) targets
- Continuously provide input to scale and drive internal processes as well as customer success service offerings
- Ability to develop and deploy cross functional programs, plans, documentation
Qualities you possess
- 5+ years of successful experience in a customer facing role leading a team of CSMs, consultants/solution architects or technical account managers
- Outstanding communication and customer relationship skills
- Excellent organization skills and ability to multitask in a fast-paced startup environment
- Demonstrated analytical and problem-solving skills
- Bachelor’s degree
- Resourceful, self-motivated and able to be successful in a fast-paced environment
- Startup / scaleup experience at a similar stage’ organization
Nice to have
- Experience with OnPrem and Cloud customer architectures
- Experience with CS platforms such as Gainsight, ChurnZero, Totango
- Experience working with large scale ITOM, ITSM or NPM/APM environments (Solarwinds, Nimsoft, Zenoss, AppD, or Dynatrace etc.)
