Flexera
Senior Customer Success Manager
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Senior Customer Success Manager (CSM)
The Product
Flexera One simplifies your hybrid IT by providing a comprehensive view of your technology landscape, from on-premises to SaaS to the cloud. Our solutions can optimize your technology investments, reduce costs, and mitigate risks, ultimately freeing up resources for innovation. We also offer insights into software, SaaS, and cloud-product usage to facilitate vendor negotiations and renewals with companies like Microsoft and Oracle. By incorporating hybrid ITAM and FinOps disciplines, you can strategize to lower costs with service providers such as AWS, Google, Salesforce, Workday, and ServiceNow.
The Role
A Senior Customer Success Manager (CSM) is a cross-functional and natural leader with vast field and practitioner experience in the industry, a record of success leading complex projects, managing people, and delivering business outcomes to their organizations. They are super-charged CSMs that can take care of a complex book of business while inspiring, coaching and pulling up others.
They are the account owner for highly complex and large customers that deploy multiple Flexera solutions from Cloud to On-Premises, proactively managing their portfolio from a value and business objectives conversation throughout the entire lifecycle of a customer.
A Senior CSM will have a clear grasp on their book of business. They know their territory closely, understand the business of IT, and our customer’s priorities. They can translate from technical to c-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera’s business.
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Senior CSMs are also inspirational leaders for CSMs and others in the organization. They dedicate time to pull up their peers, share best practices, and aid in tough situations across the company. They lead transformational cross-functional projects with a big impact on our whole organization.
Responsibilities
- Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
- Identify the potential risk of churn and develop strategies to mitigate
- Identify expansion opportunities (upsell and cross-sell) for sales to develop
- Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
- Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
- Identify stakeholders at the account and establish relationships
- Proactively drive new value conversations
- Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
- Own an enablement and development plan for Customer Success
- Lead cross-functional projects of continuous improvement for the company
- Coach new-hire CSMs for onboarding and ramp-up
- Likely lead a small team
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Hiring Requirements
- An outcome-driven individual with a customer-centric mindset
- 5 years of experience working in leadership positions of IT for a Fortune 1000 company, OR Experience in a Strategic Customer facing role for an Enterprise IT Software company
- Proven ability to maintain strong customer relationships and proactively grow them
- Ability to work with cross-functional teams and facilitate communication between technical and commercial teams
- Self-starter, independent thinker, active learner
- Recognized and successful practitioner understanding of the business and language of IT
- Strong executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation)
- Experience exercising these skills remotely is a plus
- People management experience
- Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness
- Successful project management experience with budget ownership
- Understanding of Software and SaaS licensing models. Security and service management is a plus
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