Customer Success Specialist assisting customers with product features and support requests at 1Nebula. Engaging customers through various channels to enhance satisfaction and retention.
About the role
- Manager of Customer Success overseeing the team's performance at Cloudflare. Leading strategies to drive customer satisfaction and retention in a fast-paced environment.
Responsibilities
- Lead and mentor a team of Customer Success Managers, providing guidance and support to ensure successful client engagements.
- Develop and execute strategies to drive customer adoption, retention, and satisfaction across all solution areas.
- Collaborate with Sales, Product Management, and Engineering teams to align customer success initiatives with business objectives.
- Establish and track key performance metrics to evaluate team performance and identify areas for improvement.
- Act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution.
- Foster a culture of continuous learning and development within the customer success team.
- Stay informed about industry trends and best practices in customer success, and incorporate insights into team strategies.
- Be the voice of the customer and your team, leveraging your expertise to inform product development through strong partnerships with product and engineering teams.
Requirements
- 5+ years of experience in customer success in a related industry
- 3+ years of experience in a leadership or management role, preferably collaborating with internal and external technical stakeholders
- Experience working with CTOs, CISOs and CIOs at large multinational/enterprise companies
- Proven leader and motivator with experience building and leading growing customer success organizations
- Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
- Experience supporting organizations with complex team structures and architectures
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
- Proven track record of driving customer success and achieving business outcomes
- Experience working with cross-functional teams to deliver solutions that meet customer needs
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
Benefits
- Medical/Rx Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- Commuter Spending Accounts
- Fertility & Family Forming Benefits
- On-demand mental health support and Employee Assistance Program
- Global Travel Medical Insurance
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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