What you'll do
As a Senior Customer Success Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team:
- Manage a book of Enterprise accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion.
- Own the negotiation process for contract renewals and expansions from start to finish.
- Consult with customers throughout the customer lifecycle to understand their business and strategic goals, ensuring they find ongoing value in Nerdio's products and services.
- Establish and nurture key relationships with executive sponsors and decision makers within customer organizations.
- Collaborate closely with Sales and Customer Success leadership to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success.
- Track customer interactions and engagements within the CRM tool.
- Evangelize new product features and provide customer feedback to Sales, Product, Customer Success, and Engineering teams.
Qualifications
- Software background in an XaaS business such as SaaS, PaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering.
- Expertise in contract negotiation and conflict resolution.
- Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations, ideally within the Enterprise segment.
- Ability to recognize and maximize expansion opportunities.
- Accurate forecasting skills and a good understanding of the customer base.
- Comfort with owning a commercial relationship and proven ability to build strong relationships with customers, especially at the executive level, following a LAER model (land, adopt, expand, retain).
- Articulate value proposition with a technical theme.
Required experience
- A minimum of 9 to 14 years of experience in a customer success or account management role, preferably within the technology industry.
- Strong understanding of cloud computing, IT services, or related fields.
- Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction.
- Experience in managing customer accounts, handling escalations, and resolving issues.
- Proficient in using customer relationship management (CRM) software and other relevant tools
Preferred experience
- Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals.
- Familiarity with the Microsoft Azure ecosystem and cloud services.
- Knowledge of IT project management methodologies and best practices.
- Experience in conducting customer training sessions or workshops.
- Understanding of customer success metrics and the ability to analyze data to drive insights.
Benefits and Incentives
- Competitive Base + Commission Plan
- Stock Options
- Health and Welfare Plans*
- Life and Disability Plans*
- Retirement Plan*
- Unlimited Flexible Paid Time Off......including your birthday off!
- Collaborative Team Culture
* Benefits for international employees, outside the US, vary by country.
Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.