Customer Success Manager

About Confidence

In today’s business climate, a majority of a company’s operating knowledge is in people’s heads, paper, or cloud/network drives, and the speed at which they are moving prohibits them from documenting this critical intellectual property. As a result, this leaves a company exposed to disruption in the servicing of their clients and the operating of their business. Our goal is simple: To help companies take control of their Operational IP. To drive quality and consistency, so companies and their customers can thrive.

The Confidence platform enables companies to define and document business processes and derive real time data on the execution of these processes to measure productivity and efficiency. The system incorporates AI to automate certain parts of the process and verify that the work was done correctly. Learn more here: https://confidence.com/

We are a Silicon Valley based technology company re-imagining the way work gets done. The founding team is a product development powerhouse, led by our Founding CEO, who is a seasoned entrepreneur, with exits to Amazon, and the author of the book: Winning @ Product Development.

The Role

The Customer Success Manager (CSM) in enterprise software is responsible for managing and growing relationships with key, high-value clients. This role focuses on driving customer success, ensuring client satisfaction, and maximizing revenue through upselling, cross-selling, and renewals. The CSM acts as a trusted advisor, aligning the company’s software solutions with the client’s business objectives to foster long-term partnerships.

Key Responsibilities

Account Management:

• Serve as the primary point of contact for assigned strategic accounts.
• Build and maintain strong, trust-based relationships with C-level executives, IT leaders, and key stakeholders.
• Understand clients’ business goals, challenges, and technical requirements to tailor software solutions.

Revenue Growth:

• Identify opportunities for upselling and cross-selling additional software products or services.
• Develop and execute account plans to achieve revenue targets and growth objectives.

Customer Success:

• Collaborate with implementation, support, and product teams to ensure seamless onboarding, adoption, and ongoing success of software solutions.
• Monitor client health metrics (e.g., usage, satisfaction, ROI) and address potential risks proactively.
• Advocate for clients internally to influence product enhancements or custom solutions.

Strategic Planning:

• Create long-term account strategies to align software solutions with clients’ evolving needs.
• Conduct quarterly business reviews (QBRs) to present performance metrics, ROI, and strategic recommendations.
• Stay informed about industry trends, competitors, and client needs to position solutions effectively.

Cross-Functional Collaboration:

• Partner with sales, marketing, product, and technical teams to deliver cohesive client experiences.
• Provide feedback to product development teams based on client needs and market trends.

Reporting and Forecasting:

• Track and report on account performance, pipeline, and revenue forecasts.
• Maintain accurate records of client interactions, contracts, and opportunities.

Qualifications and Skills

Education:

• Bachelor’s degree in Business, Computer Science, or a related field. MBA or advanced degree is a plus.

Experience:

• 5 years of experience in account management, sales, or customer success in enterprise software or SaaS.
• Proven track record of managing large, complex accounts and meeting/exceeding revenue targets.
• Experience working with C-level executives and IT decision-makers.

Technical Skills:

• Familiarity with enterprise software solutions (e.g., CRM, ERP, cloud platforms, cybersecurity, or data analytics).
• Basic understanding of software implementation, APIs, and integrations.

Soft Skills:

• Exceptional communication, negotiation, and presentation skills.
• Strategic thinking with a customer-centric mindset.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities and build relationships across diverse teams.

Key Competencies

• Relationship Building: Ability to foster trust and loyalty with clients and internal stakeholders.
• Business Acumen: Deep understanding of clients’ industries, challenges, and opportunities.
• Consultative Selling: Expertise in aligning software solutions with client needs to drive value.
• Adaptability: Comfortable navigating complex, evolving enterprise environments.
• Results-Oriented: Driven to achieve revenue goals and client satisfaction metrics.
• Project Management: Support Delivery team and drive use case success.

Work Environment

• Travel: 20-30% travel
• Collaboration: Works closely with sales, customer success, product, and technical support teams.
• Tools: Uses CRM software, project management tools (e.g. Jira), and collaboration platforms (e.g. Microsoft Teams).

Benefits

• Fully Remote
• Discretionary Time Off
• Competitive Compensation Package
• Medical/dental/vision health benefits

The pay range for this position is $100,000 to $150,000. This range is intended to reflect the role's base salary rate in locations throughout the United States. Actual placement within the range is determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any equity or benefits.