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Senior Customer Success Manager at Fenix24 (Remote, US)
Lead enterprise adoption, retention, and account growth for Fenix24’s cyber-resilience services. Advise executives and turn recovery data into clear business value.
संयुक्त राज्य$1,30,000 – $1,50,000 / वर्ष
रिमोटपूर्णकालिकवरिष्ठआवश्यक भाषा: अंग्रेज़ीग्राहक सफलताग्राहक सफलता प्रबंधकविवरण
- Create and deliver customer success plans that support growth and retention.
- Use industry developments and customer feedback to guide strategic decisions.
- Build and sustain relationships with major customers and enterprise stakeholders.
- Assess customer challenges, priorities, and desired outcomes, then recommend solutions aligned with Fenix24 practices.
- Coach customer success managers and contribute to their growth.
- Spot expansion potential and partner with Sales on upsell opportunities.
- Build customer confidence through consistent engagement and quarterly business reviews.
- Guide the Customer Success team and shape account expansion plans.
- Develop customer relationships across organizational levels.
- Learn Fenix24’s services and connect them to customer programs to achieve strong business results.
- Help Customer Success leaders tailor communications to client needs and industry sectors.
- Work with Engineering, Product, Sales, Support, and executives to meet customer goals, advocate for customers, and coordinate escalations and visibility.
- Prepare client reports for C-suite leaders, explaining technical metrics in terms of business value.
- Take on other responsibilities as assigned.
आवश्यकताएँ
- At least five years of experience in customer success management.
- A track record of partnering across company functions to improve customer adoption and outcomes.
- Understanding of customer budget cycles and their effect on annual recurring revenue models.
- Strong written and verbal communication and relationship-building abilities.
- Leadership skills.
- Ability to coordinate across multiple internal and external teams.
- Advanced analytical ability.
- Skill in turning raw reports into customer-ready materials using business intelligence software or Microsoft Office tools.
- Experience working with technology partners that sell products in the managed service provider (MSP) market.
- Ability to administer contracts in a service delivery setting.
- Knowledge of information technology and managed services best practices.
- Experience managing service level agreements and contracts.
- Experience delivering services within a managed services organization.
- Experience supporting servers, networks, storage, or security.
- Practical knowledge of information security principles.
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