Key skills
People managementCustomer success experienceStakeholder managementTeam developmentEnterprise customer experiencecommunicationBISaaSLeadershipStakeholder ManagementBudgetingCommunicationCollaborationCustomer SuccessSales
About this role
Flexera is a pioneer in Hybrid ITAM and FinOps, providing data-oriented SaaS solutions for technology value optimization. The Senior Manager of Customer Success will manage a team focused on customer retention and growth, overseeing a portfolio of enterprise customer accounts and ensuring value realization and risk mitigation.
Responsibilities:
- Review all accounts in current portfolio covering risk status, value realization plans, and impact (Quarterly)
- Identify and discuss accounts to be added or removed from individual portfolio (Quarterly)
- Finalize portfolio changes with management and submit to commissions team (Quarterly)
- Maintain list and coverage plan of unassigned accounts (Weekly)
- Provide temporary coverage for accounts that are unassigned or SSM is on leave (As Needed)
- Act as a senior sponsor from Flexera into customer accounts, interacting with senior leaders within our customers
- Review and provide coaching in the creation and sharing of Value Realization (Weekly)
- Facilitate enablement and certification of team on Value Realization processes such as Outcome Workshops, Value Realization Plans, and Verified Outcomes (Monthly)
- Monitor Value Realization dashboard and action on missed KPIs (Weekly)
- Review weekly risk updates submitted in Gainsight and flag any accounts that require escalation or additional help (Weekly)
- Follow up on action items from weekly leadership risk review with Solution Success Managers (Weekly)
- Engage directly with high-risk accounts in collaboration with the Solution Success Managers (Weekly)
- Support annual budgeting process in partnership with Renewals (Bi-Yearly)
- Hold weekly O3s (1-2-1 meetings) with all direct reports to exchange feedback and discuss work and outcomes. In addition, support direct reports in creating personalized goals based on cascaded organizational targets
- Host regular team meetings and other spaces for collaboration, discussion, and feedback
- Maintain up-to-date documentation of processes and best practices in CS Book (internal reference site)
- Maintain close alignment and regular communication with internal stakeholders such as Sales, Professional Services, Support, and Renewals
- Communicate Solution Success org changes (accounts, staffing, processes, priorities) to the rest of Flexera
- Review and approve requests for training, certification, and professional development based on budgets/justification
- Complete annual reviews for merit and promotion recommendations
Requirements:
- 3+ years of direct people management experience, including hiring, coaching, and performance management
- Proven ability to lead and develop high-performing teams in a customer success or similar environment
- Strong communication and stakeholder management skills
- Experience working with enterprise customers and driving value realization