Customer Success Manager

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