Customer Success Manager - Enterprise M/F/X

$100,000 - $100,000/Yr

Crossbeam - New York, NY

Full-time - Mid Level

Onsite - New York, NY

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager - Enterprise at Crossbeam is responsible for ensuring that customers successfully onboard and adopt the Crossbeam platform, maximizing their value from the product. This role involves building strong relationships with customers, understanding their partner ecosystems, and collaborating with internal teams to enhance customer experience and drive product adoption. The position is pivotal in guiding customers throughout their lifecycle, from onboarding to renewal, and requires a proactive approach to customer engagement and problem-solving.

Responsibilities

• Develop a deep understanding of customers' partner ecosystems and the benefits of partnering on Crossbeam.
• Establish strong relationships with leaders to ensure successful integration of the Crossbeam platform into the customer's partner and sales strategy.
• Expand the footprint within customer organizations to identify new use cases and increase adoption of Crossbeam.
• Strategize with Crossbeam's sales team to ensure optimal customer experience and effective execution of customer outcomes.
• Develop customer-facing Success Plans that outline customers' objectives and goals for their partner program and strategies for achieving them.
• Onboard customers to help them deploy and gain value by driving their full adoption and utilization of Crossbeam.
• Understand the customer journey and key points that lead to value, coaching and educating customers on best practices for successful use of Crossbeam.
• Develop and document customer success best practices with team members to continually improve the effectiveness of processes.
• Act as an internal power user of the Crossbeam product, staying updated on the product roadmap and new features.
• Troubleshoot and partner with product and engineering to solve customers' technical issues and bugs.
• Provide ongoing feedback to the product team to help inform the product roadmap.

Requirements

• 5+ years of customer success experience at a fast-paced, high-growth international SaaS company.
• Strong understanding of customer success metrics and key performance indicators (KPIs).
• Excellent written and verbal communication skills.
• Ability to build strong customer relationships and act as a trusted advisor.

Nice-to-haves

• Certified Scrum Master certification
• Experience with data-driven reporting and analysis.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Stock options
• Vision insurance