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 Customer Success Manager (CSM) is passionate about making customers wildly successful with Scaled Agile’s (SAI) offerings. The CSM is an energetic customer-facing professional who engages SAI’s customers through the post-sale portion of the customer journey, serving as a trusted advocate in aligning customer needs with SAI’s solutions.  

As part of the company’s Customer Success organization and reporting to the VP of Enterprise Accounts and Customer Success, the 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:

You are an experienced and strategic success manager who has had the opportunity to manage a large portfolio of customers, preferably in the SaaS space. You love earning a customer’s confidence and enjoy serving as a trusted advocate for their business. You are motivated by the challenge of identifying new business opportunities within your portfolio, and are driven to exceed company, team, and individual customer satisfaction and revenue goals.

• Manage a  portfolio of customers through a blend of automated and personal outreach (mix-touch) to drive them to successful outcomes with our products

• Work with strategic customers throughout the onboarding, nurturing, and renewal phases of the customer journey

• Ensure the customer journey is smooth and well managed, resulting in strong customer retention, engagement, and growth via a delightful learning experience within Community and Membership content and tools

• Advocate internally on the customer’s behalf to prioritize activities that promote customer value and health

• Drive customer engagement in Scaled Agile Communities and use of available knowledge base and online support tools

• Partner with our Regional Sales Account Managers to develop customer relationships and ensure consistent, professional, and effective interactions

• Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success

• Identify and manage customers at risk for attrition by providing customer status and metrics

• Lead implementation of SAI’s platform with our higher-tier customers via both virtual and onsite training

• Throughout the customer relationship, via co-created customer success plans and quarterly business reviews:

  • Develop and maintain a deep understanding of customers’ business drivers and steer program activities to align with those goals

  • Monitor and measure customer satisfaction and the value realized from SAI’s solution

• Become an expert in SAFe product and service offerings in order to provide customers with consultative guidance on how to get the most out of our products & community platform via relentless improvement to customer experience

• Contribute to the infrastructure of the Customer Success team- tools, process, and documentation.

Qualifications

A successful candidate will have:

• 3+ years of experience in B2B environments working directly with customers in a success, sales or support role(s)

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

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

• Strong inte