Customer Success Manager

Selector is building an operational intelligence platform for digital infrastructure. By adopting an AI/ML based analytics approach, the platform provides actionable multi-dimensional insights to network, cloud and application operators. It enables operations teams to meet their KPIs through seamless collaboration, search-driven conversational user experience and automated data engineering pipelines.

We are a Series B funded startup and looking for strong customer success managers to join us and help drive customer satisfaction.

Job Overview

The Customer Success Manager (CS) is responsible for the successful use and adoption of the Selector platform within a customer’s environment by providing in-depth product knowledge, technical support, and implementation guidance. CS acts as a trusted advisor to help customers optimize their usage and reach desired outcomes throughout the customer lifecycle, from post-sales deployment to adoption stages.

The CS will drive adoption by meeting weekly with customers to understand their current challenges around observability and then working closely with the Engineering team to outline the requirements necessary to meet the customer’s desired outcome. Leveraging their networking and/or NPM APM tool background, the CS will help work closely with the customer’s engineering and operations teams to help them comprehend how Selector will simplify their life.

Responsibilities and Duties

• Act as liaison between the customer and Selector to gather the customer’s goals and requirements;
• The CS will work with adjacent teams to break down customer gathered objectives into tasks that will be tracked to completion. Knowledge of Jira, Confluence, and program management skills preferred;
• Educate the customer on best practices of Selector platform. This includes how other customers are leveraging the platform;
• Subject matter expert on our product, knowing the specifics and functionalities, and understanding common use cases and best practices;
• Assist in the creation of customer facing documentation that will be used for training and/or user guides;
• Provide weekly health checks to ensure the customer’s environment is in a reliable and healthy state; Track customer adoption, sentiment, and adoption;
• Implementation management: Ensure assigned new customers are seamlessly launched/go live on the initially agreed upon date with high customer satisfaction;
• Maximizing customer value: Generate referrals, sales references, and public-speaking opportunities from existing customers in-line with quarterly goals.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering or related field is preferred or comparable work related experience.
• Strong program management and customer relationship management experience is preferred.
• Experienced with designing SQL queries to extract, validate, and analyze data;
• Working knowledge of networking protocols and cloud compute infrastructure;
• Experience working with Cisco, Juniper, or similar network equipment;
• Excellent problem-solving and troubleshooting skills;
• Strong communication and customer service skills.