Confidencial is seeking a Customer Success Manager.
This position will report to our Senior Vice President of Customer Success.
This is a remote position: You can join our team from anywhere in Europe with a reliable internet connection.
Our Customer Success is unique as our platform hosts customer's strategies (Objectives and Key Results: OKRs) requiring a highly consultative approach among our Customer Success Managers in addition to SaaS responsibilities (This means high touch and low volume of accounts).
This presents both challenges and opportunities working with the C.
The Details As Customer Success Manager, you will:
Become an expert on Confidencial's platform to educate customers on the use and benefits of our strategy execution software. Read Measure What Matters and surgically manage and lead onboarding of Confidencial.
This will include executive to individual contributor level training, strategic and tactical execution, risk mitigation, and highly effective project management. Effectively manage external and internal stakeholders including product, engineering, sales, and support on commitments made to customers. Use your expert product knowledge to constantly define value for our customers, working directly with our Technical Success engineers to innovate unique solutions for outstanding customer success. Build credibility, relationships, and influence stakeholders through a consultative approach. Run Quarterly Business Reviews (QBRs) that communicate the business value of Confidencial, promote renewal/expansion, and results in synergies with our best customers. Co-Create and execute 'Success Plans' that roadmap the customer's value with Confidencial and are reviewed quarterly during QBRs. Drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time). Be energized by technical troubleshooting and comfortable interfacing with technical teams. Represent the voice of the customer effectively communicating their needs to Product and Engineering. What We're Looking For To be successful in this role at Confidencial, you'll need to have:
An insatiable desire to learn and approach new challenges with a growth mindset. Intellectual curiosity and passion about the work you do. Customer Success/Account Management experience at a SaaS company is highly preferred. Consulting/advising experience is also highly preferred. Enjoy deploying successful tactics for user engagement, account planning, content creation, and connecting business value to technology. Knowledgeable or eager to learn the SaaS marketplace and applies that knowledge to Customer Success/Account Management. Understand the daily requirements of a fast-paced startup scaling rapidly and takes pride in being able to level up to meet growing pain challenges. Enjoy consulting/advising to solve complex customer problems creatively and can relay those solutions through excellent communication. Experience with Importante empresa, Jira, Intercom, and OKRs are pluses. Compensation and Benefits What's in it for you:
Competitive base salary Quarterly bonus opportunities (up to 25%) Generous paid time off, generous company holidays + sick leave Employer-covered supplementary medical insurance (varies by location) Access to 5,000+ Udemy courses for ongoing learning and development Flexible hours and a remote-friendly environment Stock option opportunities Mac or PC of your choice
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