Kentik
SaaS
CustomerSuccessManagerUSEST
“Customer Success Manager - US EST at Kentik. Skills: Customer Success Management, Account Management, Customer Advocacy. Identify and foster key customer champions. Support customers through the Kentik Customer Journey”
What You'll Achieve.
Ensure customers have an optimal experience; Achieve customer desired outcomes; Customer's long-term health and success; Managing renewals; Identifying expansion opportunities; Identifying upsell opportunities
Industry & Context.
Based on the East Coast, Willing to work EST hours, Travel up to 25% of the time
What They're Looking For.
Must Have
5+ years of Customer Success Management / Account Management experience, Candidate must be based on the East Coast and willing to work EST hours, High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst. io, Pendo, Looker, etc.), Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.), Ability to speak with authority and lead customer meetings to favorable outcomes, Previous SaaS experience required, Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes, A “get it done” mindset
Nice to Have
Revenue recognition experience in a SaaS framework is a plus
What You'll Do.
Identify and foster key customer champions
Support customers through the Kentik Customer Journey
Establish and maintain rapport with assigned accounts
Identify and call out account risks
Capture key customer needs
Translate customer needs to internal tasks
Execute on customer needs
How You'll Work.
Team & Collaboration
Work closely with Post-Sales Engineers; Work closely with Account Executives; Work closely with Product Management; Work closely with Sales Engineers; Work closely with Kentik Leadership; Ability to work in a customer-first, team collaborative setting; Support other team members; Share what is working; Share what could be improved
Communication Scope
Clear communication abilities; Choosing the right mode of communication naturally (email, phone, messaging, etc.); Ability to speak with authority; Lead customer meetings to favorable outcomes
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