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Customer Success Manager

2 months ago

North Sydney Council, Australia N-able Full time
About the Role

N-able is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success team, you will be responsible for ensuring our customers achieve value from our products and services.

Key Responsibilities
  • Deliver regular value conversations to customers, highlighting N-able product offerings and industry trends.
  • Impact retention rates, increase product adoption, and ensure customers are leveraging N-able best practices and support resources.
  • Drive awareness of N-able's product suite and identify new opportunities in collaboration with the sales team.
  • Identify at-risk customers and turn their experiences around using customer success programs and available resources.
  • Proactively identify opportunities to increase customer value and resolve potential retention issues by acting as a customer advocate and driving product and service improvements.
  • Be the voice of the customer internally, providing feedback to relevant departments and driving accountability.
Requirements
  • Results-driven mindset, passion for excellence, and commitment to customer success.
  • Strong interpersonal skills to build and nurture long-term relationships with customer stakeholders.
  • Ability to engage and excite audiences, training and educating customers on product features and best practices.
  • Strong business and commercial acumen, with ability to understand customer needs and goals, and align them with product offerings to deliver successful business outcomes.
  • Resilience in dealing with challenging situations, and ability to set priorities, meet deadlines, and manage resources effectively.
  • Understanding of sales processes and ability to identify upsell and cross-sell opportunities.
  • Experience collaborating directly with internal teams (Sales, Customer Support, Product Management, Marketing).
  • Experience with CRM's (e.g. Salesforce, Gainsight, Totango), and data analysis software (e.g. PowerBI, Tableau...).
  • 4-5 years of experience in customer success, account management, sales, or customer service in software, technology, Managed Services or Managed Security Services.
What We Offer
  • Superannuation
  • Generous PTO, sick leave, and observed holidays
  • 2 Paid Volunteer Days per year
  • Paid Parental Leave
  • Employee Stock Purchase Program
  • Fundraising opportunities as part of our giving program
  • N-able Learning – custom learning experience as part of our investment in you
  • The Way We Work – our hybrid working model based on trust and flexibility