25 oct
Servicerocket
Santiago
Looking to join a fun-loving and inclusive culture that has your back? Our fast-growing and dynamic company provides a life experience that supports your professional growth and personal well being.
With offices around the world, ServiceRocket’s five-star products and services help tech giants like Salesforce, Workplace from Meta, Digital.ai and Atlassian get the most from their software. We enable fast-growing companies to take off. And so will your career!
We make a promise to every customer: to be the most reliable partner in the acceleration of their growth. As a senior customer success manager, you play a big part in that promise.
Your savvy and expertise will enable our customers to exceed expectations and create new business value. Your knowledge and insights will help accelerate their growth, our customers will rely on you to help them implement and use the software they buy in order to achieve desired outcomes.
**Responsibilities**:
- Work cross-functionally to communicate customer feedback in an effort to better improve customer experience and sentiment (product, support, services)
- Create and maintain success plans for accounts to map out what success looks like for that customer (including success metrics) and track towards a plan
- Own customer relationships and maintain a cadence of communication with owned accounts through activities such as check-ins, QBRs, EBRs
- Customer on-boarding: Define, minimize, and optimize a customer’s time to first-value
- Success planning and execution: Help customers achieve the goals set in their success plans
- Account planning, renewals, and expansions: Secure the renewal,
discover expansion and upsell opportunities in order to increase net revenue retention with your assigned customers
**Essential skills**:
- Excellent communication, interpersonal, and writing skills especially with technical concepts
- Strong project management skills and ability to multi-task without getting frazzled
- Commitment to building a world-class, enterprise-level global customer experience
- Good communication skills in English
- Strong team player but still a self-starter-Passionate about customer service and how it can transform a business
- Proven ability to drive the value of products
- Understand the difference between an Account plan and a customer success plan.
- Proven ability to drive continuous value of our products
- Strong aptitude for learning new technologies
**Requirements**:
- 5 years experience with at least **2+ years prior experience in customer success or equivalent **history of increasing customer satisfaction, adoption, and retention/renewals
- Experience wit**h Enterprise SaaS Software**:
- Detail-oriented and capable of managing complex customer engagements according to a project timeline
- ** English fluency is required**
**Good to have**:
- Operating knowledge and experience with software that includes collaboration software like **Workplace from Facebook, and Atlassian suite products like Jira Software, JSD, and Confluence**:
- Be acquainted with** Atlassian Marketplace**:
- Has managed a book of **20+ accounts and/or accounts with $100k+ ACV**:
- Experience working with** HubSpot,
Jira ServiceDesk, and customer success management platforms**:
- Experience **helping customers implement or scale agile principles**
With a competitive salary and career pathway to advance your skills, you’ll reap the rewards of growth with ServiceRocket’s unique Share the Fruit program and an opportunity for stock options. Our generous health and wellness benefits allow you to care for yourself and loved ones. We offer monthly stipends that support how you work and encourage a healthy work life balance. Wear the Rocket: come grow with us!
▶️ Customer Success Manager
🖊️ Servicerocket
📍 Santiago