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BetterCloud // SaaS ops mgmt platform
New York    Posted: Tuesday, June 11, 2019
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BetterCloud is the first SaaS Operations Management Platform, empowering IT to define, remediate, & enforce management & security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, & fully automating policy enforcement.

BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs & set goals, CSMs manage all elements of the post-sale business relationship with customers, & drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product & map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product & partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution & have had a delightful experience in the process.

Who are you:

  • Experience working with Small to Midsize organizations
  • Manage a portfolio of 80-100 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals & expectations
  • Build & maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
  • Can drive value-based ongoing engagement to align on customer strategies & business objectives which should align with the BetterCloud solution & internal service offerings
  • Committed to customer satisfaction & happiness
  • Expert at juggling competing demands & managing limited time
  • Team-oriented
  • Hardworking, driven & self-motivated
  • Passionate about building a great company & a great product

Key Responsibilities:

  • Develop & manage key programs to drive adoption within Corporate Accounts
  • Gather & present product feedback & feature requests to appropriate teams within BetterCloud.
  • Consult regularly with clients to fully understand their needs & actively solve their pain points.
  • Act as the liaison between the customer & other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities.
  • Monitor customer health to be ahead of problems & continually drive product adoption.
  • Negotiate & renew current customer subscriptions.
  • Partner with sales on upsell opportunities to ensure customer growth
  • Work across the company (Product, Support, Sales & Marketing) to identify how we can constantly improve our product & customer experience.

Preferred Background

  • 3+ years of customer success or consultancy experience
  • Experience in SaaS is a major plus
  • Experience with Gainsight or alternative Customer Success CRM is a plus

BetterCloud is an Equal Opportunity Employer, including disabled & vets.

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