Customer Success Manager

Overview of the position:The Customer Success Manager (CSM) is passionate about making customers wildly successful with Scaled Agile’s (SAI) offerings. The CSM is an energetic customer-facing professional who engages SAI’s customers through the post-sale portion of the customer journey, serving as a trusted advocate in aligning customer needs with SAI’s solutions.  As part of the company’s Customer Success organization and reporting to the VP of Enterprise Accounts and Customer Success, the CSM is responsible for the adoption (time to first value) and retention of their portfolio of customers. The ideal candidate is passionate about SAI’s mission to help customers be successful with SAFe and attain and sustain business agility.  As a key source of voice of the customer inside SAI, our CSMs are active listeners as well as strategic thinkers who understand that wearing both the company’s and customers’ hats is a privilege that equates to success for both. What you’ll be doing:You are an experienced and strategic success manager who has had the opportunity to manage a large portfolio of customers, preferably in the SaaS space. You love earning a customer’s confidence and enjoy serving as a trusted advocate for their business. You are motivated by the challenge of identifying new business opportunities within your portfolio, and are driven to exceed company, team, and individual customer satisfaction and revenue goals.Manage a  portfolio of customers through a blend of automated and personal outreach (mix-touch) to drive them to successful outcomes with our productsWork with strategic customers throughout the onboarding, nurturing, and renewal phases of the customer journeyEnsure the customer journey is smooth and well managed, resulting in strong customer retention, engagement, and growth via a delightful learning experience within Community and Membership content and toolsAdvocate internally on the customer’s behalf to prioritize activities that promote customer value and healthDrive customer engagement in Scaled Agile Communities and use of available knowledge base and online support toolsPartner with our Regional Sales Account Managers to develop customer relationships and ensure consistent, professional, and effective interactionsMonitor customer usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for successIdentify and manage customers at risk for attrition by providing customer status and metricsLead implementation of SAI’s platform with our higher-tier customers via both virtual and onsite trainingThroughout the customer relationship, via co-created customer success plans and quarterly business reviews:Develop and maintain a deep understanding of customers’ business drivers and steer program activities to align with those goalsMonitor and measure customer satisfaction and the value realized from SAI’s solutionBecome an expert in SAFe product and service offerings in order to provide customers with consultative guidance on how to get the most out of our products & community platform via relentless improvement to customer experienceContribute to the infrastructure of the Customer Success team- tools, process, and documentation.