Senior Customer Success Manager (East)

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. They are seeking a Senior Customer Success Manager to build and maintain strong relationships with enterprise customers, ensuring they maximize the value of Cyara’s solutions throughout their lifecycle.

Responsibilities:

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
• Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
• Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
• Act as a program manager throughout the entire customer journey including professional services engagements
• Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
• Build adoption and value plans with customers to set a long-term vision for success and growth
• Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
• Act as an escalation point when things are not going to plan
• Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews
• Coordinate and manage customer special requests & projects
• Serve as a technical bridge between stakeholders at all levels, translating complex product capabilities into strategic value for C-suite executives while providing hands-on technical guidance to end users and implementation teams
• Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
• Travel may be required from time to time

Requirements:

• Minimum of 5 years of experience in a Customer Success Role
• Consistently delivers excellent customer experience
• Strategic mindsight with experience managing large, multinational accounts
• Can have strategic conversations with and confident presenting to senior customer executives
• Able to act as a quarterback to leverage internal resources to deliver customer outcomes
• Demonstrated background in developing and managing commercial relationships
• Proven track record of meeting and exceeding targets
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Strong program management skills
• Strong analytical skills/ ability to identify patterns and spot trends
• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
• Knowledge of testing, the software development lifecycle desirable
• Bachelor's degree in a related discipline is desirable