Customer Success Manager, MSP

Job Description

Where you’ll work: US remote 

Customer Care and Success at GoTo 

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.  

Your Day to Day   

As a Senior Customer Success Manager - MSP, you would: 

• Play a pivotal role in helping Managed Service Providers (MSPs) successfully adopt and implement our platform. Conduct discovery calls to assess client requirements, goals, and current technical infrastructure and build end-to end onboarding plan for successful adoption and maximum ROI.  

• Facilitate a smooth handoff post purchase and drive strong partnership throughout the Customer’s lifecycle.  

• Partner with our Account Executive team to provide regular updates on client progress. 

• Ensure MSP clients understand the platform and its capabilities while partnering with product and engineering teams to relay customer insights to further enhance onboarding and adoption processes.  

What We’re Looking For  

As a Senior Customer Success Manager - MSP, your background will look like: 

• Industry Experience: 5+ years of experience in Customer Success, Partner Sales, or Direct Sales at a SaaS company with products in the IT Management and Support space. 

• Relationship Building and Technical Knowledge : Exceptional relationship management skills, ability to build relationships, retain accounts and look for and identify growth opportunities and quickly spot and communicate potential risks and issues. Familiarity with Gainsight and Salesforce functionality and terminology.  

• Tool & Software Proficiency: Proven experience with Remote Monitoring and Management (RMM) tools; adept at leveraging technology to troubleshoot issues, and deliver innovative solutions that align with our MSPs and their customers. Technical certifications related to RMM tools or IT infrastructure preferred. 

At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally.