Customer Success Manager

4 weken geleden

Amsterdam West, Nederland Outpost24 Group Voltijd

Are you a tech savvy people person who gets a kick out of helping customers achieve maximum value from products? Do you want to join a team of brilliant CSMs in a global cybersecurity company? Then we might just have the role for you_

Outpost24 is looking for a new Customer Success Manager to manage our most strategic clients
- driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. In this role your main objective is to drive true value for clients through leading cross-functionally to drive clients’ success. You will be assigned a portfolio that includes above 30K clients, MSSPs/Partner/Resellers, Managed Services Clients and even below 30K clients when those have strategic importance.

**What will you do?**
- Understand customers’ needs, objectives and success metrics setting up a client framework where ROI can be demonstrated. Reflect this in each account’s Success Plan.
- Onboard customers in using our technology by enabling them through targeted product demos to be experts in using our full product stack (including new products that we will continue to add to our current portfolio).
- Proactively monitor product usage and drive product adoption by providing powerful recommendations.
- Foster client engagement by providing customers with tailored guidance and best practices (at the bare minimum one monthly engagement is mandatory for accounts above 30K). Be a thought leader in the industry to truly drive value for clients (be active in the industry, attend in person events and webinars).
- Ensure a continuous learning of both our product suite and market trends by completing the training programs at your disposal as well as autodidact efforts.
- Seek out for growth opportunities and strategize with sales on how to best exploit them.
- Identify threats in real time and propose solutions to mitigate churn risk.
- Maintain an accurate forecast of renewals and upsell/cross sell (if managing MSSPs, you will be responsible to ensure that accurate accounting is sent to them and when running out of credits or in excess of those, you liaise with the Account Manager to strategize about the best way forward).
- Deliver and communicate ROI for our customers, throughout the whole customer lifecycle being able to articulate messaging for both C level and operational/tactical users.
- Be evangelist internally of the client-centric, proactive approach - lead by example.
- Covert clients into vocal advocates who will help us generate new leads by recommending our products and services in different industries (generate at least one positive reference a quarter).
- Drive education around product releases towards our customers through review meetings and ensure that new feature requests for customers are considered internally in building future product roadmaps.
- Help define and optimize internal processes by identifying gaps and solutions proposals. Adhere to standard practices, taking advantage of the tools available for the team, and keep the CRM updated as critical to be able to manage workload efficiently and to provide the wider business visibility on our key clients.
- Successfully deliver through others by fostering strategic cross-functional bounds with key internal stakeholders.
- Manage client escalations by following standard procedures and channels.

The performance of the Customer Success Manager will be measured (but not limited to) a set of Key Performance Indicators:

- Net retention (% of churn and % of upsell and cross sell on existing clients).
- Go above and beyond our Service Standards and be known inside and outside of the organization of providing strong client service and exceeding client expectations.
- Individual metrics (that might include but not limited to): C level engagements, strategic touchpoints, NPS scores and other client references obtained.

Performing Customer Success activities means going on-site to meet clients in person on a regular basis. Therefore, this role requires travel days and willingness to work odd hours occasionally.

**Requirements**:

- Bachelor's degree in relevant field.
- 5+ years of client facing experience.
- 2+ years working with SaaS.
- IT experience is required, preferably within the Cybersecurity landscape.
- Excellent communication skills.
- Fluency in Spanish and English are required.
- Knowledge of client success principles and practices.
- Effective listening skills; Willingness to co-operate with others and work to the greater good. Possess high empathy.
- Focuses and guides self and helps team members in accomplishing work objectives - Experience in working with complex, multi-divisional, multi-geographical clients.
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Ability to create structure in ambiguous situations and design effective processes - Makes clients and their needs a primary focus of one’s actions; developing and sustainin

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