Enterprise Customer Success Manager

The Role

An Enterprise Customer Success Manager is an energetic and enthusiastic person with a drive to engage with BeyondTrust customers, connect with them as people, and ensure they realize the best value possible from their purchase. By leveraging Success Plan templates and internal Customer Success tools and platform, the CSM will be responsible for guiding their customers through the various milestones of the customer journey (onboarding, implementation, steady state, etc.). By acting as the customer’s advocate and liaison, ensuring their questions, needs, and issues are met, the CSM will ensure a well-managed, positive customer experience throughout the customer’s journey with BeyondTrust.

What You’ll Do

• Work to execute a world-class customer experience using internal tools, templates, and processes
• Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc
• Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and accelerate the adoption of our products
• Manage escalated customer satisfaction issues as needed
• Cross-collaborate with Sales, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products
• Educate our customers about upcoming opportunities, training, and webinars. Ensure they are aware of upcoming campaigns, events, and forums, and the value it brings them with their current/future investment
• Advocate for the customer – ensure they see relevant case studies, know about upcoming release details, and new products. Report internally on customer issues and feature requests, and ensure their product requests are considered
• Examine health check findings and ensure actions are created, tracked, and closed promptly by the teams who own them, facilitating the resolution across the various teams who own the actions.

What You’ll Bring

• 2+ years of previous Customer Success / Customer Management experience
• Experience in success plans and customer health scoring
• Strong organizational skills and the ability to handle multiple customers in a fast-paced environment
• Experience in tracking actions, resolving issues, and de-escalating customer concerns

Nice To Have

• BeyondTrust products
• Salesforce
• Gainsight
• FinancialForce PSA
• MS Office

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life are just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.