Customer Success Manager

Overview:
**_ This is a Remote Opportunity in Singapore_**

Cradlepoint was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision to Connect Beyond the limits of wired networks. We help customers — big and small, across industries and around the world — utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We’re at the forefront of the Wireless WAN and 5G — the next big waves in networking — and we remain as hungry and humble as the day we started. If you’re hungry to be part of something big, come join us.

**Responsibilities**:
**How Will You Contribute to the Company?**

***

The Customer Success Manager is responsible for the overall health of the account. This role will be positioned as a long-term, consistent point of contact for the customer and provide consulting and training to drive software usage and customer stickiness. The Customer Success Manager contributes to the long-term success of the customer. They assist with the rollout, provide end-user training, drive feature consumption, and CPU certifications. Additionally, they reach out on survey responses and to customers who may be at risk or who are not logging in to NCM.

**What Will You Do?**
- Consult with and advise large, strategic Cradlepoint customers to drive broader adoption and deployment of CP across the enterprise
- Lead, participate, and continually enhance the customer onboarding experience and practice
- Collaborate and lead customer training to assure ongoing knowledge of solution capabilities
- Develop content and materials which can be used by customers, partners, and employees
- Conduct analysis on customer feature consumption to identify gaps and enhance training
- Collaborate with renewals team to address renewal risks and challenges, and negotiate with customers
- Identify and build relationships with key channel partner stakeholders to assist them with coming up to speed on the CP Customer Success method so they can perform as an extension of our customer success practice

Qualifications:
**Minimum Qualifications**:

- Bachelor's degree and five (5) years of experience in a customer-facing role, such as Customer Success, Customer Support, Account Management, or Sales
- Four (4) years of experience working for a SaaS provider
- Experience working in a SaaS company
- Strong phone, written, and verbal communication skills with excellent presentation skills
- Confident, high-energy, independent, self-motivated team player
- Experience working with senior and executive level customer contacts
- Critical-thinking and problem-solving abilities
- Ability to travel up to 25%

**Bonus Points**:

- Knowledge of LAN/WAN network topologies

**Why Cradlepoint?**

At Cradlepoint, we’re one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.

Our Cradlepoint values drive everything we do:

- ** Stay humble and hungry**: Be a curious learner, resilient, and competitive.
- **Don’t point a finger; lend a hand**: We are one team Communicate, provide support, and lift others.
- ** Make a difference**: Prioritize, innovate, differentiate, and think big for customer success. Make a difference in work and in our communities.
- ** Keep it simple**: Eliminate complexity. Reduce time to value.
- ** Enjoy the ride**: Celebrate - appreciate - grow.
- ** Trust, Respect, and transparency**: Be ethical, data-driven, respectful, and straight shooters who share openly.

We are creating the future of global connectivity & community. Come join us. You belong here.

**Benefits & Perks**:

- Competitive salary with a focus on a global market; Annual and Incremental Incentive plans; employee retirement plans (where available)
- Flexible Time Off with Global Holiday Schedules to promote work-life balance
- Wellness initiatives focused on the health and mental well-being of our team members and their families, including free membership to Headspace (a mindfulness and well-being app), an International Employee Assistance Program, and dedicated quarterly Well-being Days and No Internal Meeting Fridays.
- Ongoing training and development opportunities
- Eligible to participate in customary health and other benefit plans and programs based on location
- Work from home opportunities across our global locations with a culture rooted in inclusion and teamwork

LI- Remote

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