Customer Success Manager

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.  Interested to find out more about us?  Check out:  www.cyara.com 
Want to know what it’s really like to work at Cyara?  Check out this link to meet some real Cyaran’s and read about their individual career journey with us:  https://cyara.com/employee-profiles/ 
Cyara’s Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success. 
 Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive. 

The Role

• Own the customer outcomes, ensuring they are receiving value from Cyara’s solutions
• Understand the value of Cyara to the customer and be able to articulate that back to key stakeholders and executives
• Executing renewals for your book of business including negotiation and closing with a goal to securing long-term contracts with uplift
• Own a portfolio of 25-30 Enterprise Customers between $2-3m ARR
• Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
• Success planning with the customer to develop a plan with them to maximise value
• Build and maintain trusted relationships with customer stakeholders and executives
• Identify new opportunities within our existing customer base and closely collaborate with the sales team to expand ARR
• Deliver insights based on customer and industry usage to identify areas for improvement, optimisation and expansion
• Act as an escalation point when things are not going to plan
• Proactively organise and host regular client check-in meetings, onsite visits and Strategic Business Reviews
• Coordinate and manage client special requests & projects
• International travel will be required from time to time

The Candidate:

• 3+ years in a Customer Success Role working with enterprise level customers
• A strategic mindsight with experience managing large, multinational accounts
• Understands the difference between Customer Success and Customer Service
• Can have strategic conversations with and be confident presenting to senior customer executives
• Able to act as a quarterback to leverage internal resources to deliver customer outcomes
• Proven business to business relationship building skills
• Demonstrated background in developing and managing commercial relationships
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Experience in AI and bot technology would be highly desirable
• Knowledge of testing, the software development lifecycle desirable
• Strong analytica