Technical Customer Success Manager

Recast Software is hiring a Technical Customer Success Manager to own customer relationships and drive customer success across its portfolio. The role focuses on increasing product adoption, retention, and growth; managing renewals and customer advocacy; and coordinating with internal teams to improve customer outcomes and processes.

Responsibilities:

• Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact
• Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large
• Articulate value realized to technical audiences (SysAdmin) and translate into tangible business outcomes that showcase to decision makers (Director, C-Suite) the ROI far exceeds the cost of the tools
• Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth
• Manage the renewal process and work closely with the Account Managers to identify opportunities for expansion
• Identify trends and opportunities across customers, building and deploying scalable playbooks to address these issues and provide value
• Build up a pool of customer advocates and drive customer references and case studies
• Act responsively, with attention to detail, to customer requests
• Proactively identify and solve for “at risk” customers
• Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers
• Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshaling resources across Recast as needed to support customer success
• Work with Recast systems for the creation, management, and tracking of customer information

Requirements:

• 2+ years of relevant work experience managing customer relationships within a technical software company
• Experience carrying a quota and owning a book of business
• Experience as a SysAdmin or equivalent Level 3 technical role
• Excellent communication skills across mediums and audiences
• Curiosity, empathy, and an eagerness to learn about Recast's technical & complex tools, our customers, and their environments
• Strong problem solving and critical thinking skills with a can-do attitude
• Highly accountable and self-motivated, comfortable owning projects from conception to follow-through
• Passion for technology with a strong desire to serve a technically adept audience
• Strong organization and prioritization skills
• Proficiency with a CRM tool
• Proficiency with a Customer Success platform
• Experience with Salesforce
• Experience with Gainsight