About this role
About the Role
The Customer Success Manager (CS) is responsible for ensuring successful use and adoption of the Selector platform within a customer’s environment by providing in-depth product knowledge, technical support, and implementation guidance. The CS acts as a trusted advisor to help customers optimize usage and achieve outcomes throughout the customer lifecycle, from post-sales deployment to adoption.
What You'll Do
- Act as liaison between the customer and Selector to gather goals and requirements; coordinate with adjacent teams to break objectives into tasks tracked to completion.
- Knowledge of Jira, Confluence, and program management skills preferred.
- Educate the customer on best practices of the Selector platform, including how other customers are leveraging it.
- Serve as subject matter expert on the product, knowing specifics, functionalities, and common use cases and best practices.
- Assist in creating customer-facing documentation for training and user guides.
- Provide weekly health checks to ensure the customer’s environment is reliable and healthy.
- Track customer adoption, sentiment, and progress against adoption goals.
- Implementation management: ensure new customers go live on the agreed date with high customer satisfaction.
- Maximize customer value by generating referrals, sales references, and public-speaking opportunities in line with quarterly goals.
What We're Looking For
- Bachelor's degree in Computer Science, Computer Engineering or related field or comparable work experience.
- Strong program management and customer relationship management experience.
- Experience 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
Nice to Have
- Knowledge of Jira, Confluence, and program management skills preferred.
Compensation & Benefits
- Salary: $130,000 to $170,000 USD per year.