Strategic Customer Success Manager

Confluent - Tallahassee, FL

Full-time - Mid Level

Tallahassee, FL

Publishing Industries

About the position

The Strategic Customer Success Manager (SCSM) at Confluent plays a pivotal role in ensuring customer success, retention, and expansion within Enterprise accounts. This position is designed for individuals who are passionate about driving customer engagement and maximizing the value derived from Confluent's data streaming solutions. The SCSM will be responsible for providing thought leadership and actionable recommendations to help customers fully leverage the Confluent portfolio and product capabilities. This role requires a proactive approach to customer management, focusing on building strong relationships and facilitating the successful adoption of Confluent's technology. In this role, the SCSM will meet and exceed quarterly retention targets by engaging with account teams and ensuring that renewal activities are completed in collaboration with the sales team. The SCSM will identify new use cases, develop high-level project plans, and manage projects to ensure they go live successfully, leading to increased consumption of Confluent's services. Additionally, the SCSM will proactively identify areas of account risk and escalate issues internally to mobilize resources for prompt resolution. The SCSM will also work closely with the sales team to identify opportunities for expansion, upselling, and additional service or support within accounts. Acting as an advocate for customers, the SCSM will facilitate engagement with various Confluent resources, including Customer Operations and Sales Engineering, to ensure ongoing customer success. The role involves guiding adoption practices to drive value realization and reduce time-to-value from Confluent's solutions. Furthermore, the SCSM will be responsible for driving cross-functional programs that enhance usage, adoption, satisfaction, and overall customer health. Regular touchpoints with existing customers, including Quarterly Business Reviews and onsite presentations, will be essential to maintain strong relationships and demonstrate the value being added by Confluent's products. The SCSM will act as a trusted advisor, nurturing customers to become advocates for Confluent and ensuring alignment across the organization to support the existing account base. Continuous improvement of engagement practices and customer satisfaction metrics will also be a key focus of this role.

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.