Customer Success Manager
- Proactively engage with enterprise customers, to build, maintain, and expand relationships, ensuring an exceptional experience throughout the customer lifecycle.
- Position SmartBear as a strategic partner by aligning our solutions with customer goals and driving product adoption and optimization.
- Monitor customer usage and health, providing recommendations for improvement and growth.
- Conduct regular business reviews to ensure value realization and strengthen relationships.
- Serve as the voice of the customer, sharing insights with internal teams to drive product evolution and address root causes impacting customer satisfaction.
- Collaborate with internal teams (Sales, Renewals, Marketing, Support, Product) to ensure a seamless customer experience, collaborating closely in Renewal and Upsell opportunities.
- Track key performance metrics to measure customer engagement and success, using data to inform strategies and drive continuous improvement.
- Gain a deep understanding of the broader SmartBear portfolio, including various licensing and deployment models, to enhance and optimize the customer experience.
- Min 3-5 years in Customer Success, Account Management, or a similar customer-facing role, preferably within the software or tech industry.
- Strong commitment to delivering exceptional customer experiences and building long-term relationships.
- Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
- Strong analytical skills with a proactive approach to identifying and resolving customer issues.
- Proven ability to work effectively with cross-functional teams, including Sales, Marketing, Product, and Support.
- Ability to understand customer business needs and align them with SmartBear's solutions to drive value.
- Comfortable with software products and technologies; able to quickly learn and effectively communicate technical concepts.
- Proficient in using data to track customer health metrics and inform decision-making.
- Ability to thrive in a fast-paced, dynamic environment with changing priorities.
- You can grow your career at every level.
- We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
- We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
- We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
- We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.
- Our main goal at SmartBear is to make our technology-driven world a better place.
- SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
- SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
- We've won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.
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