Egnyte - Remote, OR
posted 4 months ago
The Customer Success Manager (CSM) at Egnyte plays a crucial role in ensuring customer satisfaction and retention by driving product adoption and maintaining strong partnerships with strategic customers. This position is focused on fostering a "Customers for Life" environment, where the CSM is responsible for managing day-to-day activities with customers to ensure they are successfully onboarded and are effectively utilizing the Egnyte platform. The CSM will become a product expert, gaining both technical knowledge and practical business applications to better serve customers. In this role, the CSM will develop strategic success plans tailored to their customer segment, outlining critical success factors, metrics for success, timelines, and potential issues. They will conduct quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. The CSM will also keep customers informed of any process and procedural changes, manage the resolution of escalated customer issues, and maintain a positive working relationship with Product Management and Engineering teams to communicate customer needs for future product enhancements. The ideal candidate for this position is a highly motivated professional who can work under pressure, take initiative in every engagement, and help improve business processes to ensure overall customer success. They should be passionate about engaging customers and expanding business opportunities for both the customers and Egnyte.