Scale Customer Success Manager

20 hours ago

Australia ThousandEyes Full time $90,000 - $120,000 per year
Who We AreAbout The RoleWhat You'll Do
  • Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention.
  • Own and manage a portfolio of customers that require both high-touch and scale engagement methods.
  • Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions.
  • Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively.
  • Drive adoption of key platform features that enhance customer outcomes and improve retention.
  • Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights.
  • Deeply understand each customer's business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation.
  • Forecast and track customer sentiment, product utilization, and key health indicators.
  • Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals.
  • Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact.
  • Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items.
  • Help manage escalations and ensure timely resolution of critical customer issues.
Qualifications
  • At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
  • Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation.
  • Proven success managing customer portfolios through both high-touch and scale strategies.
  • Excellent communication, listening, negotiation, and presentation skills.
  • Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders.
  • Must be available and ready to work during core U.S. business hours.
  • Organized, proactive, and highly accountable with strong project management and multitasking skills.
  • Collaborative and cross-functional, with the ability to influence across internal teams.
  • Proficient in CRM tools like Salesforce and data-driven in your approach.
  • Technically curious and able to understand and explain software and cloud technologies.
  • Data-driven with the ability to interpret and act on customer insights and performance metrics.
  • Bachelor's degree preferred or equivalent experience in SaaS and cloud-based solutions.

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