Customer Success Manager

$90,000 - $122,500/Yr

Netradyne - San Diego, CA

Full-time - Mid Level

San Diego, CA

Professional, Scientific, and Technical Services

About the position

As a Netradyne Customer Success Manager (CSM), you will serve as the primary point of contact for Netradyne clients and be responsible for managing assigned client relationships throughout the customer lifecycle, from initial deployment through renewal. During deployments, you'll be responsible for optimizing and configuring our platform to meet the unique needs and goals of the customer. You'll serve as a subject matter expert on our platform and will train and enable your customers to utilize the program to achieve their business outcomes and maximum ROI. As their trusted advisor you will guide them on topics including deployment best practices, change management, coaching workflows, etc. Your ultimate objective will be to retain and grow your customers over time.

Responsibilities

• Ensure the customer derives maximum value from Netradyne's products and services via driving adoption, sharing best practices, identifying opportunities, and developing and tracking strategic goals and objectives.
• Act as subject matter expert and consult on topics including change management, coaching workflows, communication planning, etc.
• Protect and grow ARR (Annual Recurring Revenue) for assigned accounts via strategic planning, identification of add-ons, up-sells, and customer renewals.
• Establish and maintain a consistent cadence of customer touchpoints to expand and deepen our relationships and grow customer loyalty.
• Facilitate and monitor the client's adoption of our program to meet their business needs.
• Establish a trusted advisor relationship across the client's organization, from executive sponsors to day-to-day contacts to ensure customers recognize the value they are realizing from our products and services.
• Provide a voice for your customers and act as a single point of contact to coordinate cross-functional teams internally to drive toward expedient customer-centric decisions and problem resolutions.
• Ability to multi-task and work with cross functional international teams to deliver outstanding customer satisfaction (Sales, Support, Product, Prof Services, etc.).
• Serve as a liaison between Netradyne (product management, operations, professional services, etc.) and clients, with emphasis on communicating roadmap and providing client feedback to improve our products and services.
• Demonstrate independent ability to solve difficult challenges, develop creative solutions, and provide strong consultive direction.
• Leverage customer relationships for prospect and event references.
• Other duties as assigned.

Requirements

• Minimum of 3 years CSM/Account Management experience supporting software solutions and ongoing relationship management.
• Strong verbal and written communication, organizational, and interpersonal skills, and ability to host webinars and meetings.
• Experience managing mid-market and enterprise accounts.
• Flexible and quick to adapt in a fast-paced dynamic environment.
• Bachelor's degree in technical discipline or equivalent level of training/experience.
• Experience with pricing and sales practices in SAAS environments.
• Experience using a CRM/Customer Success Solution (Salesforce, Gainsight) to summarize and plan customer interactions and create and track add-on and renewal opportunities.
• Ability to build and nurture strong, positive relationships with customers including c-level.
• Knowledge of 12/24v in-cab solutions a plus.
• Knowledge of commercial vehicle telematics and communication protocols a plus.
• Estimated travel 25%-40%.

Benefits

• $90,000-$122,500 USD depending on where you reside
• Annual Bonus
• Company Paid Health Care, Dental, and Vision Coverage
• Including Coverage for your partner and dependents
• Three Health Care Plan Options
• FSA and HSA Options
• Generous PTO and Sick Leave
• 401(K)
• Disability and Life Insurance Benefits
• $50 phone stipend per pay period