Customer Success Manager - Commercial

Who We Are

Spectro Cloud aims to make infrastructure boundaryless for the enterprise, from data center to edge and every platform in between. We provide solutions that help enterprises run applications on Kubernetes, their way, anywhere.

Established by a team of multi-cloud management experts and industry veterans with a track record of success, we're at the forefront of multi-cloud management solutions. What makes us stand out is our team's commitment and strong backing from industry-leading investors, driving our progress. Our collective focus is on delivering unmatched value that resonates with our customers, and you can take pride in being involved with it.

About the Team

As a Customer Success Manager (CSM) at Spectro Cloud, you will play a critical role in driving customer satisfaction, retention, and growth. You will be guiding clients through their journey with Spectro Cloud and ensuring they maximize the value from our solutions. Your goal will be to build strong relationships, understand customer needs, and drive successful product adoption through to renewal.

What You'll Do

You will be the trusted advisor to our clients, helping them to fully leverage our Kubernetes solutions to achieve their business objectives. Guiding customers through onboarding, adoption and renewal, this role involves working closely with technical teams, senior executives and engaging in business and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent experience, and gathering feedback on ways that Spectro Cloud can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.

Who You Are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Job Responsibilities

• Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and successful transition to Spectro Cloud solutions.

• Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at customer organizations.

• Customer Advocacy: Act as the voice of the customer within Spectro Cloud, providing feedback to product and engineering teams to drive continuous improvement.

• Proactive Engagement: Regularly check ins via QBR’s and Roadmap sessions with customers to ensure they are meeting their goals, addressing any concerns, and identifying opportunities for upsell or cross-sell.

• Renewal Management - Partner with Account Executives to drive all aspects of the renewals sales process:

  • negotiate renewal contracts using sound business judgment

  • serve as an expert in license models

  • define deep customer health metrics to identify & mitigate risk

  • drive towards on time closure

  • provide accurate forecasts to leadership anticipating risk where appropriate

• Training and Enablement: Provide training and resources to customers to help them fully understand and utilize Spectro Cloud’s features and capabilities.

• Health Monitoring: Monitor customer health metrics and usage data to identify at-risk accounts and proactively address potential challenges.

• Account Management: Provide regular status reports on engagement, health and potential risk to our internal stakeholders using the CS Platform.

• Strategic Planning: Collaborate with customers to develop long-term success plans, aligning our solutions with their business objectives and growth strategies.

• Value Demonstration: Consistently demonstrate the value of our solutions through regular business reviews, performance metrics, and ROI analysis.

• Product Expertise: Develop a deep understanding of our SaaS Kubernetes platform and its applications, staying current with the latest features and industry trends.

• Support Coordination: Collaborate with the support team to ensure customer issues are resolved quickly and effectively.

Minimum Requirements

We don’t expect the ideal candidate to check every box, but the items below are things we look for when reviewing candidates. Do not let this discourage you from applying.

• 5+ years of experience in customer succ