Customer Experience Manager

Key Responsibilities

Customer Lifecycle & Success

• Manage customer engagement from onboarding through the entire customer lifecycle
• Be a Trusted Advisor to customers
• Work with account teams to plan and execute long-term Success Plans with largest customers to facilitate retention and growth via product and new business unit expansion
• Maintain a deep understanding of solutions and present to customers about the most relevant features/functionality for their specific business needs
• Own or be an active participant in customer touch points including Business Value Justification meetings, Business Reviews, Renewal Meetings, and Executive Business Reviews
• Demonstrate how customer engagement directly impacts growth and adoption of solutions

Commercial & Renewals

• Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast
• Responsible for retention and growth of book of business, owning and maximizing renewal value
• Negotiate and execute renewal contracts in accordance with customer objectives
• Analyze data and leverage tools to identify selling opportunities and business value
• Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets

Cross-Functional & Operational Management

• Develop and maintain long-term relationships with stakeholders in account portfolio
• Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues
• Manage customer feedback and product needs by providing feature requests to internal partner teams
• Prioritize effectively to handle multiple deals at the same time
• Up to 50% travel for customer visits

AI Competencies

• Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries
• Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and highlight up-sell or cross-sell opportunities
• Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts
• AI Problem Solving: View AI as a partner in solving tough problems

Qualifications

• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
• 2+ years relative industry experience, with experience in cloud security and/or performance industries preferred
• Bachelor's degree and/or other professional qualification
• Strong understanding of or willing to learn about computer networking and "how the internet works" with network security a plus
• Experience with project management, account portfolio planning, Cloud implementation and prioritization
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales
• Excellent problem solving skills with the ability to creatively achieve resolutions
• French or German language skills are highly preferred

Compensation & Benefits

• Compensation may be adjusted depending on work location. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan
• This role is eligible to participate in equity plan
• Complete package of benefits and programs including flexible paid time off covering vacation and sick leave