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Customer Success Manager

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

Bachelor's degree or equivalent, 3+ years of client management experience, Proficiency in SFDC and MS Office, Understanding of Internet and web applications.

Key responsabilities:

Manage customer journey from Onboarding to Renewal
Conduct business reviews to maximize account retention

Catchpoint SME https://www.catchpoint.com/

201 - 500 Employees

See more Catchpoint offers

Job description

Catchpoint is seeking a customer-obsessed and highly motivated problem solver to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for the post-sale success of a portfolio of Catchpoint clients, focusing on gross and net retention. This position will cover our EMEA & Asia Pacific regions.

What will success look like in this position?

The CSM develops a strong understanding of Catchpoint’s value propositions, and partners with clients to ensure value and ROI is being realized.  Our most effective CSMs build expertise in software development, internet technologies, and monitoring best practices. 

Our Tools Stack: SFDC, Gong, Pendo, O365, Zendesk , Looker

Responsibilities

Assume full accountability of the customer journey, from Onboarding through Renewal / Cross-sell, Up sell 
Conduct regular business reviews and monitor account health to maximize account retention 
Map Catchpoint’s value to client’s organization, goals, and challenges to generate growth 
Drive engagement and adoption of Catchpoint’s platform  
Transform clients into partners, developing champions and obtaining executive alignment 
Evangelize success outside of the platform by promoting success in client’s craft and careers 
Be a customer advocate while capturing customer feedback for Product and Marketing  
Partner closely with Catchpoint Sales, Support and other technical teams to ensure an exceptional customer experience

Required Skills & Qualifications

Bachelor's degree or equivalent and 3+ years of experience managing a portfolio of clients, in roles including Customer Success or Account Management
Comfortable presenting to a room, aided by strong written and verbal communication skills  
Confident, high energy, self-motivated and a true team player 
Experience persuading and satisfying senior and executive level customer contacts across an enterprise 
Demonstrated ability and desire to work and excel in a fast-paced environment
Excellent multitasking and project management skills
Understanding of Internet and web applications with a desire learn new technologies
Ability to understand and articulate technical concepts and derive solutions
Must possess a proven understanding of corporate business world, prior experience in SaaS preferred
Proficiency in SFDC and MS Office is a must
Experience working on customer renewals preferred

Overview

Catchpoint is the Internet Resilience Company™. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.

Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!

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