Sr. Customer Success Manager

Egnyte is a secure multi-cloud platform for content security and governance that empowers organizations to protect and collaborate on their valuable content. The Sr. Customer Success Manager will drive product adoption, maintain partnerships, and manage day-to-day customer activities to ensure retention and a positive customer experience.

Responsibilities:

• Become a product expert, including the technical workings and practical business application
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
• Keep customers informed of process and procedural changes
• Manage the resolution of escalated customer issues
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
• Travel expectations – 10%
• This position is open to candidates throughout the United States. Employees located within 50 miles of an Egnyte office may follow a hybrid work arrangement of three days per week in the office

Requirements:

• Demonstrated success managing customer relationships in a B2B SaaS company
• Demonstrated capability to identify and mitigate risk
• 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
• Experience working across multiple internal teams to resolve customer issues quickly and effectively
• Excellent communication skills (writing, listening, phone)
• A team player capable of high performance and flexibility working in a dynamic environment
• Previous experience with tech companies, specifically SaaS solutions, preferred