Senior Customer Success Manager

Company Description

Scaled Agile, Inc., (SAI) helps enterprises thrive in a world of change with SAFe, the most trusted system for learning and practicing agile ways of working. Together, SAFe Studio and SAFe’s proven framework provide everything individuals and teams need to link evolving strategy and execution. SAFe works by building a culture of resiliency that engages employees and focuses on customers so organizations can work with agility. Backed by a global network of partners and community of professionals, SAFe promotes collaboration so today’s leaders can build a better future.

Based in Boulder, Colorado, SAI is a member of the Pledge 1% corporate philanthropy movement. Through this program, SAI contributes to the local community and seeks to inspire and encourage other companies to the same purpose.

Job Description

Overview of the position:

The Senior Customer Success Manager (CSM) is passionate about making customers wildly successful with Scaled Agile’s (SAI) offerings.  As masters of Success Management principles and processes, Senior CSMs drive adoption, retention, and expansion by aligning customer needs and relationship management with best-in-class Customer Success tools and methodologies with our most important enterprise customers.  Scaled Agile’s Senior CSMs are seasoned experts in Success Management, Agile methodologies and SaaS products, adept at cultivating positive business outcomes with customers by proactively acting as trusted advisors, responsible for driving adoption and optimized use of SAFe Enterprise.

As part of the company’s Customer Success organization and reporting to the VP of Enterprise Accounts and Customer Success, the Senior CSM is responsible for the adoption (time to first value) and retention of their portfolio of customers.  The ideal candidate is passionate about SAI’s mission to help customers be successful with SAFe and attain and sustain business agility.  As a key source of voice of the customer inside SAI, our CSMs are active listeners as well as strategic thinkers who understand that wearing both the company’s and customers’ hats is a privilege that equates to success for both.  

What you’ll be doing:

• Manage most strategic and growth accounts of our Enterprise customers, driving account health, consumption, and revenue growth. 

• Guide customers proactively along their agile transformation using SAFe Enterprise and SAFe Collaborate.

• Drive plans, strategies, positive outcomes with Customer Success tools including success plans, customer journeys, playbooks, etc. 

• Use your strong Executive presence to build relationships with Customers’ C-suite and hold highly impactful EBRs

• Create, own and follow through success plans that drive strategic results

• Persuade customer participation in Advisory Boards, case studies, testimonials

• Identify and own resolution of internal and external challenges, opportunities as they arise

• Use your creative mindset to find new ways to improve customers’ use, satisfaction, consumption of SAFe products

• Work as a team with Regional teams, Customer Success, Marketing, and Product on shared account management activities

• Responsible for drawing upon the skills and resources across the organization to continually provide value that supports our biggest customers’ adoption and growth

• Collaborate closely with CS Ops, Sales Ops, and IT to continuously improve our tools, processes, and capabilities

• Contribute to knowledge base with articles, internal and customer-facing artifacts

• Evangelize new product features & provide customer feedback to Scaled Agile’s Product team.

Qualifications

A successful candidate will have: 

• 7+ years of experience in B2B environments working directly with customers in a success, sales or support role(s) with a stellar track record interacting with leaders at the Global 2000

• 3+ Customer Success Management experience working in a high touch or mix touch engagement model, managing through key customer lifecycle milestones

• Experience working on Agile teams or with those using Scaled Agile Framework (SAFe)

  • SAFe and/or Agile Certifications Required

  • Certified SAFe Program Consultant (SPC) 

  • Certified SAFe Scrum Master (SSM) desirable

• A technical mindset and the ability to digest complex scenarios and translate ideas back to customers in a concise way

• Strong interpersonal skills and ability to build good internal and external relationships

• Strong written and oral com