Senior Manager of Customer Success

We are CyberFortress - The Recovery People

CyberFortress is a global company that makes it simple to rapidly and reliably backup and recover any data to prevent damage to the business. Data is stored in secure, geo-redundant facilities, and our suite of solutions enables our data recovery experts to create a custom, comprehensive solution for any size organization. Whenever a customer needs data recovery, they receive personalized support from a human being every hour of every day of the year. For more information visit our website: https://www.cyberfortress.com.

About the Role:

We are seeking a seasoned Senior Manager of Customer Success to lead and inspire a high-performing Customer Success team. As a "player-coach," you will actively engage in both strategic leadership and hands-on customer management, guiding the team by example and directly contributing to customer success initiatives. With a strong background in customer success and proven leadership abilities, you will be responsible for managing client relationships, driving customer satisfaction, and optimizing team performance. This role is ideal for a professional with 5+ years of experience managing and developing a team of customer success managers, ideally within a SaaS or technology environment. In this role, you will lead a team responsible for driving customer engagement, ensuring product adoption, and fostering long-term relationships with our clients. You will be the primary point of contact for our key accounts, helping them maximize the value of our solutions.

Responsibilities:

Leadership & Team Management

• Act as a "player-coach," leading by example and actively supporting customer accounts while managing the team.
• Lead, mentor, and manage a team of Customer Success Managers (CSMs) to achieve and exceed customer satisfaction, retention, and expansion targets.
• Set and evaluate team goals aligned with department and company objectives, ensuring clear expectations and accountability.
• Foster a positive team culture that emphasizes collaboration, growth, and continuous improvement.

Customer Onboarding and Training:

• Guide new customers through the onboarding process, providing training and resources to facilitate successful implementation.
• Tailor onboarding plans to meet individual customer needs and objectives.

Relationship Management:

• Build and maintain strong relationships with key stakeholders at customer organizations.
• Conduct regular check-ins to assess customer satisfaction and proactively address any concerns.

Customer Health Monitoring:

• Analyze customer usage data and feedback to gauge account health and identify opportunities for improvement.
• Develop action plans for at-risk accounts to mitigate churn.

Advocacy and Upselling:

• Act as the voice of the customer within the organization, advocating for their needs and interests.
• Identify and pursue opportunities for upselling and cross-selling additional products or services.

Strategic Account Management:

• Collaborate with customers to develop long-term strategies that align with their goals and drive mutual success.
• Provide insights and recommendations based on industry best practices and trends.

Collaboration with Internal Teams:

• Work closely with product, sales, and support teams to ensure a cohesive approach to customer success.
• Provide feedback to product teams regarding customer needs and potential enhancements.

Qualifications:

1. Bachelor’s degree in business, Marketing, or a related field; master’s degree preferred. We are open to substituting this educational requirement for candidates with relevant experience.
2. 5+ years of experience in managing customer success teams, account management, or a related role, preferably in [industry or relevant field].
3. Proven track record of managing key accounts and driving customer satisfaction and retention.
4. Strong analytical skills and experience with customer success metrics and tools.
5. Excellent communication and interpersonal skills, with the ability to build rapport and influence at all levels.
6. A proactive and solution-oriented mindset, with a passion for helping customers succeed
   

CyberFortress Core Values:

Our core values aren’t just words on a page. They form the foundation of how we operate as individuals and a company.

• People First: We provide the opportunity for everyone to do meaningful work with people they love to work with.
• Humble and Driven to Results: We “roll up our sleeves” and are willing to pitch in when and where it is needed.
• Why and What's Next: We let curiosity continue to ask the next question until we have a clear picture of a great outcome.
• Act on the Truth: We speak up, get to the facts of the situation, and make the hard decisions in a healthy way.

Our Commitment to a Total Rewards Package:

All work and no play is no way to live. At CyberFortress, we believe in fair pay and fair play. That means we pay competitive salaries and make sure that everyone has plenty of time for life, family and friends outside of the office.

• Competitive salary.
• Company paid benefits such as Healthcare, Dental, Vision, Disability, and Life.
• Generous 401k matching.
• Pick your own equipment. You’ll get a budget to spend on whatever laptop, monitor, and office equipment you desire.
• Paid time off.
• Volunteer time off.