Customer Success Manager

As a Customer Success Manager, you will report to the Manager, Customer Success.  You are responsible for high-level relationship management and you will act as the client liaison during delivery of Mission Cloud services. You are responsible for client satisfaction, maintaining client communication and the overall management of the client relationship. You will also grow the client relationship by identifying new business opportunities.
This position is 100% remote with up to 10% travel.

Responsibilities

• Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
• Ensure customer contractual requirements are met
• Present Success Plans to showcase Mission Cloud's service value and discuss customer concerns or opportunities
• Facilitate customer renewal and customer concession negotiations to ensure long-term adoption of Mission Cloud services
• Be a customer advocate with Mission Cloud internally; represent customer interests to the Mission Cloud team and bring customer feedback to Service Delivery and Product
• Troubleshoot and provide solutions for customer issues and escalations, including discussing billing, invoices, and Mission Cloud services, escalating as necessary
• Facilitate cross-departmental communication about customer issues, including calls with leadership
• Identify cross sell/up sell opportunities, present on new or upcoming services to customers, and ensure correct teams are engaged
• Track customer satisfaction and take steps to reduce the risk of churn; help support Mission Cloud’s overall Net Promoter Score (NPS)
• Maintain knowledge of current Mission Cloud services; understand how services work and how they interact with each other
• Keep CRM system updated to illustrate engagement levels and Mission Cloud's value add

Requirements

• Ability to be a customer advocate in a high-growth business environment
• Ability to managing customer agreements including renewal cycles as well as cross-sell and upsell opportunities
• Ability to give presentations to internal and external audiences through Google Slides or Powerpoint
• Ability to working in a customer service oriented environment
• Ability to travel (less than 10%)
• AWS Cloud Practitioner certification (required within 60 days of employment) 
• Experience in customer success or a related function, such as B2B sales and account management, especially in technical consulting or SaaS industries preferred

Benefits & Compensation

• Access to health, vision and dental insurance with options 100% covered by Mission Cloud for employee and their dependents
• Flexible Spending Accounts (Healthcare & Dependent Care)
• Generous Paid Time Off (FlexPTO, parental leave, volunteering time off)
• Reproductive health benefits
• Pet insurance
• 401k matching program
• Life insurance paid by Mission Cloud
• Monthly flex stipend
• Monthly cell phone stipend
• Home office expense benefit
• An internal department dedicated to helping team members on their career path
• Inclusive work environment with several Employee Resource Groups