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SMB Customer Success Manager, Pooled Model
Posted about 21 hours agoViewed
💎 Seniority level: Manager, 4+ years
🏢 Company: Virtru👥 101-250💰 $60,000,000 Series C about 3 years agoSecuritySaaSPrivacyInformation TechnologyCyber SecuritySoftware
⏳ Experience: 4+ years
Requirements:
- 4+ years experience working in a customer-facing role (support, sales, customer success, account management, etc.)
- At least 2+ years of experience supporting technical products, applications and/or environments.
- Experience running training calls
- Ability to interact with both technical and non-technical staff and customers.
- Strong technical aptitude and problem-solving skills.
- Positive, customer-oriented attitude
- Comfortable working in a fast-paced environment, both independently and in a team.
- Exceptional written and verbal communication skills
- Strong organizational and prioritization skills
Responsibilities:
- Onboard and train new customers on Virtru’s products in both 1to1 trainings and group webinars.
- Manage and run renewals for strategically important customers.
- Proactively engage low-usage and at-risk customers to stabilize the account.
- Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews.
- Execute 1 to Many campaigns and sequences designed to drive engagement, usage, and customer success at scale (ex. Run re-engagement campaigns for low-usage customers).
- Track and analyze customer usage and engagement to identify opportunities to deliver value across the base.
- Generate invoices, work with our partners, and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
- Help refine processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model.
- Jump in to handle any other outlier scenarios across the base.
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