Key skills
Customer Success ManagementAccount ManagementTechnical Product ExperienceSalesforce CRMSaaS ExperienceCommunication SkillsEmotional IntelligenceProblem SolvingTeam CollaborationSaaSSalesforceCRMCommunicationCustomer SuccessSales
About this role
FOSSA is a rapidly growing series-B company focused on enhancing the usage of open source software through their supply chain management platform. The Customer Success Manager will be responsible for building long-term relationships with clients, guiding them through their journey with FOSSA, and ensuring successful adoption and expansion of the platform.
Responsibilities:
- Ownership and accountability over FOSSA's most valued and valuable clients
- Guide and support your customers through the FOSSA customer journey, from onboarding, through adoption, expansion, renewal and advocacy
- Establish, maintain, and grow relationships within your book of business
- Identify and call out account risks (churn) as well as expansion (upsell) opportunities
- Partner closely with Customer Success technical resources on the team to drive highly technical, often complex integrations and outcomes for our customers
- Continuously work to find and cultivate new champions within customers, maniacal focus on being viewed as trusted open-source advisors within our customers
- Think and act "customer-first", collaborating closely with all key parts of FOSSA (Success Architects, Sales, Engineering, Product, Finance, etc.)
Requirements:
- At least 5 years of Customer Success Management / Account Management experience
- Proven track record of managing 7-figure ARR customers, achieving 130%+ net dollar retention
- Proven track record of managing $5+ Million in ARR
- Prior experience with a highly technical product required, able to work closely with other CS technical resources to deliver customer value
- Clear and concise communication abilities, internally and externally
- High degree of communication confidence, able to speak with authority and lead customer engagements to mutually favorable outcomes
- High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (ClientSuccess, Catalyst.io, Metadata, etc.)
- Previous SaaS experience
- Emotional intelligence, ability to pick up interpersonal, unspoken communication with an ability to leverage this to drive better outcomes
- Ability to travel up to 20% of the time to meet with customers as needed
- Tolerance for ambiguity, we are a startup, we are figuring it out as we do it
- Ready to bring your whole self to the job, be authentic and have a sense of humor
- "Get it done" / "I own this" mindset