Strategic Customer Success Manager

Confluent - Sacramento, CA

Full-time - Mid Level

Sacramento, CA

Publishing Industries

About the position

The Strategic Customer Success Manager (SCSM) at Confluent is a pivotal role designed to drive customer success, retention, and expansion within our Enterprise accounts. This position is integral to ensuring that customers fully leverage the Confluent Portfolio and its product capabilities. The SCSM will engage proactively with account teams across the portfolio, focusing on meeting and exceeding quarterly retention targets. This involves not only ensuring that renewal activities are completed in collaboration with the sales team but also identifying new use cases and building high-level project plans to facilitate successful project management and implementation. In this role, the SCSM will be responsible for proactively identifying areas of account risk and escalating these issues internally to engage the necessary resources across various disciplines. This includes documenting and executing a get-well plan for prompt resolution of any issues that may arise. The SCSM will also work closely with the sales team to identify opportunities for expansion, upselling, and additional service or support within existing accounts. The SCSM will act as an advocate for customers, facilitating engagement with other Confluent resources such as Customer Operations, Customer Success, Sales, and Sales Engineering to ensure ongoing customer success. A key focus will be on guiding adoption practices to drive increased value realization and reduce time-to-value from Confluent’s solutions. The SCSM will also be responsible for driving cross-functional programs and services that enhance usage, adoption, satisfaction, customer health, and the likelihood of recommending Confluent to others. Regular touchpoints with existing customers will be essential, including consistent communication and conducting Quarterly Business Reviews. The SCSM will deliver onsite presentations to executive audiences, covering topics such as onboarding, quarterly business reviews, roadmap sessions, and consumption reporting, all aimed at driving business value realization and alignment. Building and maintaining relationships with key users and decision-makers at assigned customers is crucial, ensuring they remain connected to the value added by our products through routine reports, presentations, and outreach. As a trusted advisor, the SCSM will nurture customers to become strong advocates for Confluent, championing their needs across the organization to ensure alignment in support of the existing account base. Continuous improvement of best practices for engagement, value-add, and renewals will be a focus to meet long-term customer satisfaction and renewal goals. Additionally, the SCSM will work to increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events.

Responsibilities

• Meet/exceed quarterly retention targets by proactively engaging with account teams across the portfolio and ensuring renewal activities are completed along with the sales team.
• Identify new use cases, build high-level project plans, and help manage those projects to successfully go live and produce consumption.
• Proactively identify areas of account risk and escalate internally to engage and garner pertinent resources across disciplines to document and execute a get-well plan for prompt resolution.
• Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
• Advocate for customers and facilitate the engagement of other Confluent resources (e.g. Customer Operations, Customer Success, Sales, Sales Engineering, etc.) to ensure ongoing customer success.
• Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from Confluent’s solutions.
• Drive cross-functional programs and services across the existing account base that will grow usage, adoption, satisfaction, customer health, and likelihood to recommend Confluent.
• Meet and exceed touchpoint goals for existing customers to ensure proactive cadence (e.g. consistent communication, Quarterly Business Reviews, etc.).
• Deliver onsite presentations including Onboarding Guide, Quarterly Business Reviews, Roadmap Sessions, Consumption Reporting, etc. to an Executive audience to drive business value realization and alignment.
• Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products through routine reports, presentations and outreach.
• Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Confluent.
• Work across the organization as the customers champion to advocate for their needs and ensure company alignment in support of existing account base.
• Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals.
• Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events.

Requirements

• 8+ years B2B experience in account management, sales or consulting role with proven results within global, high-growth, technology companies.
• SaaS sales/support model experience with focus on Product-led and Consumption-based sales model.
• Demonstrative track record of building executive level relationships internally and externally and producing key artifacts to aid in communications.
• Advanced written and verbal communication skills and proven facilitation capabilities.
• Project management understanding and experience desired; familiarity with project management tools, such as Asana.

Nice-to-haves

• Tableau, Salesforce, Gainsight and other reporting/customer experience tools and experiences are preferred/valued.

Benefits

• Competitive pay and benefits in line with industry standards.
• Annual estimated salary of $121,300 - $142,560.
• Competitive equity package.
• Eligibility for additional commission and/or bonus pay.