Strategic Customer Success Manager

November 5

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Netlify

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Continuous Deployment • Build automation • Web performance • web development • Jamstack

201 - 500

💰 $105M Series D on 2021-11

Description

• Netlify’s vision is to build a better web. Netlify Customer Success Managers are responsible for managing the business relationship for some of the world’s most recognizable brands. • Part of your role will be to increase customer engagement while protecting our global net retention of customers. • You will offer guidance to customers on how to best leverage Netlify to drive business and technical objectives - and will be the designated point of contact for the post-sales portion of the customer journey. • Serve as the primary business-related point of contact for customers within Netlify for any contractual and project-related questions, comments, or concerns. • Owns the success and engagement motions to develop long-term customer value. • Establish productive relationships with key stakeholders within our customer base. • Drive engagement and feature adoption across all in-territory accounts. • Consistently deliver against renewal goals. Use your skills to proactively reach out to customers with account-related or role-relevant information. • Elevate customer feature requests to Product Managers. • Perform customer-facing quarterly business reviews with base, embodying the role as a strategic advisor. • Prepare and coordinate high-quality renewal reviews with a book of business. • Partner with support, solutions engineering, and product to drive valuable engagements with base. • Identify growth opportunities within the account base. • Lead webinars and/or group trainings on product roadmap and feature releases. • Travel to attend in-person customer onsite training and business reviews, as necessary.

Requirements

• Proven experience in successful implementation and communication with a large number of strategic accounts • Familiarity with the composable architecture (MACH) approach and relevant SaaS services • Several years of experience in Enterprise Customer Success or adjacent roles related to renewals and account management • Ability to identify growth and development opportunities with accounts • Demonstrated ability to foster professional relationships with key customer stakeholders • Proactivity, organizational skills, and providing quick response times are a must • Strong ability to analyze data points in relation to customer usage and growth on the Netlify Platform • Ability to multi-task and manage multiple customer engagements simultaneously • Experience in working with Salesforce, Vitally, Sigma, and Google Workspace • A customer-service focus and growth mindset • Strong sense of creativity and sense of ownership to build processes and drive result

Benefits

• Not sure you meet 100% of our qualifications? Please apply anyway! • A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine). We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application. • At Netlify, we are committed to a compensation philosophy that prioritizes fairness and equity, positions our employee compensation competitively in the market, recognizes and rewards performance, and takes a comprehensive approach to our rewards package. These compensation packages and ranges are subject to change and may be modified in the future.