Associate Customer Success Manager

AutoRABIT Background

AutoRABIT was founded in 2015 to help organizations in regulated industries regain control of their Salesforce development processes and move toward continuous delivery of value to their customers and employees. Today, AutoRABIT’s suite of release management tools is the most comprehensive and secure on the market, and our customers are realizing the benefits of faster, more secure deployments in their Salesforce environments.

Who We Are

AutoRABIT is a worldwide company with team members from a variety of industries who all share the goal of making the working lives of our clients safer and easier.

What We Do

Our automated solutions help everyone touching the Salesforce DevOps pipeline to reduce manual touchpoints, strengthen data security, and increase the value they provide to their customers. We embody DevOps principles in the way we think and work— offering our example, advice, and inspiration to guide our clients.

Why It Matters

AutoRABIT clients handle their customers’ most sensitive data. Our products help them protect their customers by protecting this data while simultaneously streamlining and simplifying their business processes.

Key Responsibilities:

• Develop a foundational understanding of customers' business and technical objectives, working alongside senior team members to contribute to the creation of strategic joint success plans with clear objectives, milestones, and measurable KPIs.
• Contribute to the customer's P2V (Purchase to Value) journey, assisting in protecting recurring renewal revenue, and exploring opportunities to enhance Net Retention Rate (NRR).
• Ensure customers realize value from their AutoRABIT products, promote license utilization, and collaborate with cross-functional teams to encourage adoption and successful renewals.
• Assist in monitoring product adoption, customer satisfaction, and overall health scores, contributing to the enhancement of future lifetime value.
• Support efforts to drive new business growth by cultivating customer advocacy and reference-ability.
• Collaborate with customer support services, aiding in effective handling of enhancement requests and escalations.
• Participate in guiding customers through significant service milestones, such as upgrades, new releases, and new features.
• Collaborate with customer-facing account teams and executives from various departments (sales, support, professional services, engineering, renewal, and partners) to contribute to overall platform success.
• Contribute to utilizing customer surveys for product and service feedback, assisting in shaping the product roadmap and promoting continuous performance improvements.
• Responsibility to adhere to set internal controls.

Knowledge & Skills:

• Exposure to customer-facing roles, preferably involving cloud-based/SaaS technology, with a willingness to collaborate with senior stakeholders.
• Developing presentation skills, and cultivating a personable, positive, and approachable demeanor.
• Eagerness to quickly grasp and articulate technological and business concepts.
• Developing verbal and written communication skills.
• Demonstrated empathy for customers and a passion for contributing to revenue and growth.
• Developing collaborative, persistent, and self-directed work habits.
• Basic proficiency using tools such as Salesforce, JIRA, GIT, Zoho, and /or similar Customer Service Portals.
• Familiarity with Salesforce Development Ecosystem is desirable.

Qualifications:

• A bachelor's degree in a relevant field or equivalent practical experience.
• An interest in pursuing a career in Customer Success, with an eagerness to learn from senior team members.
• Previous exposure to customer success roles or related fields will be an advantage.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change. This role reports to the Director of Customer Success.

Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live in and work from the US. Green card holders qualify, but H1B or other work visa holders do not qualify for this role.

THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process.

Salary for this role is $80,000 - $100,000 depending on experience.