Customer Success Manager - Strategic

About the Company

Exterro is a fast-growing software company.
We are looking for a Customer Success Manager to join our team.
This role needs someone who can develop a deep understanding of our customer base to lead business discussions that will directly affect the keeping and expansion of our current accounts.
The relationship with your customer base should be as a trusted advisor.
It should move past reacting and toward proactively involving clients around high-level litigation or process strategy.
It should move past customer retention and focus on expansion chances.

Responsibilities

Be comfortable under pressure and skilled at creative problem solving.
Exterro’s CSMs work proactively to set and keep expectations and act as the customer's voice inside the company.
Serve as the main contact for mid-market and enterprise customers after they are set up.
Take overall responsibility for customer adoption and the role of managing escalations.
Manage the renewal process by working through complex business terms and leading to on-time renewals.
Partner with internal groups to make sure account activities match the customer's business plan and strategy.
Keep up-to-date with the newest changes/updates in the system and be able to show these features to prepare and educate customers and internal groups on new features and releases.
Watch and find adoption and use trends, giving suggestions based on risk and customers’ business needs.
Conduct periodic customer business reviews and deliver, keep, and carry out success plans.
Accurately predict renewal revenue for current and future quarters.
Act as the voice of the customer and collect feedback to drive ongoing improvement across all areas, including the product.
Find customer pain points and work with the Solutions Consultant and Product Team to address them.

Requirements

A team player who is technically skilled and has the patience and passion to guide customers and contacts through all the capabilities of our products and solutions.
You should have excellent written communication skills, including listening, understanding, and writing.
The ability to manage many customer projects at the same time.
It is important that you can accept the value of teamwork, work with different people in a varied setting, and adapt to changing work needs.
Bachelor’s degree or equal experience.
2-4+ years of experience managing an assigned group of accounts.
Positive customer-focused attitude.
Skill in using Google Suite products such as Gmail, Google Chat, Sheets, and Docs.
Ability to find and solve unique problems and switch between details and planned solutions.
Experience in a SaaS setting.
Knowledge of Salesforce.
High degree of professional honesty.
Ability to travel up to 25% of the time.

Preferred Qualifications (Nice to Have)

Background in eDiscovery, Privacy, and/or Data Risk Management.
Experience with Gainsight.

Benefits

Exterro participates in E-Verify and is a drug-free workplace.
All job offers depend on successfully passing a background check.
We believe in the importance of pay openness and try to create a fair and equal workplace for all employees.
As a remote-first organization, our pay reflects the cost of labor across several US geographic markets.
The salary range for this remote position is $80,000-$100,000 per year, based on skills, experience, and qualifications.
The actual offer will be based on the individual candidate.
Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus, and/or other forms of pay as part of the package.
In addition, we offer a full benefits package that includes health insurance, retirement plans, flexible paid time off, and more.
Candidates are encouraged to talk about their salary hopes during the interview process.
We are committed to making sure that pay matches market standards and is equal to the job's responsibilities.
All employees are responsible for understanding and following the organization's security and privacy rules, processes, and standards.
As part of your role, you are expected to protect the secrecy, completeness, and availability of information and systems in your area of responsibility.
You are also required to take part in required security and privacy training and make sure that recommended approaches are used in all work activities.

Category

Customer Service