Sr. Customer Success Manager

Sr. Customer Success Manager

At Nirmata, our mission is to accelerate adoption of cloud native technologies for enterprises. We believe that software can radically transform the world and are building a solution to help enterprises deliver and operate mission critical software at scale. Nirmata is an AI powered Kubernetes governance platform.

As a Customer Success Manager at Nirmata, you will build and lead customer success for critical and strategic accounts for Nirmata. You will be responsible for Nirmata's alignment with customer's strategic goals and ensuring successful execution of the customer's journey from onboarding to renewal by helping them successfully adopt Nirmata products, deliver a positive Nirmata experience and drive growth through the renewals. This role reports to the Vice President of Customer Success at Nirmata and will be responsible for driving customer success for named accounts.

You will become the single point of contact from Nirmata for all things related to Customer Success for your strategic customers. You will be driving multiple strategic initiatives and projects with customers. As such, leadership and project management abilities are critical in delivering exceptional customer experience for your customers. You will be actively working with Nirmata leadership across Sales, Product Management and Engineering for driving positive outcomes for your customers. You will be shaping technical direction and technical strategies for the customers.

Responsibilities:

• Owning the vision, strategic planning, and execution for the customer success management function for select strategic accounts, leading positive customer experiences, and driving growth through on-time renewals and growth.
• Drive customer outcomes, product adoption and customer experience
• Lead the account plan through onboarding and adoption and renewal phases.
• Build and own strategic relationships with key customer executives and ensure Nirmata's offerings are delivering value for their priorities.
• Drive strategic priorities and projects to a specific timeline that delivers value to customers.
• Align Nirmata Customer Success, Product Management and Engineering functions to deliver a great customer experience.
• Instill the operational rigor to ensure regular interlock between customer and Nirmata leadership. This includes weekly, monthly calls and quarterly business reviews.
• Manage critical escalations and restore customer satisfaction.
• Understand the customer sentiment and ensure it cases across customer segments and influence new product features to deliver higher value for customers.
• Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks).
• Listen to customers and build new Customer Success best practices to drive higher engagement and drive lifecycle optimization programs.

Professional Experience:

• 10+ years of professional experience and a Bachelor of Arts/Science or equivalent degree in computer science or a related area of study.
• 5+ years of experience in Customer Success Leadership role, driving full lifecycle of customer experience from onboarding to renewals.
• 2+ years of experience in driving strategic initiatives and projects with successful outcomes.

Functional Expertise:

• Has sufficient depth and breadth of complex technology deployments in large Enterprise environments.
• Ability to conduct customer workshops, demos and strategy sessions to drive new use cases and solutions.
• Ability to manage projects and strategic initiatives with communication up the executive chain and other customer stakeholders.
• Critical escalation management and restore executive confidence.
• Ability to drive expansions and renewals. Track key metrics for customer sentiment and growth.

Knowledge and Skills:

• Proven management experience leading Customer Success in a SaaS enterprise software company.
• Proven experience leading customer success for large Enterprise accounts, leading CSEs. Professional services experience is a plus.
• Proven experience in leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
• Ability to develop strategies, translate them into initiatives and track successful delivery.
• Ability to handle strategic initiatives and projects across multiple tracks for customers. Ability to optimize the project timeline and proactively align deliverables to those timelines.
• Demonstrated ability to lead cross-functionally and successfully manage global, distributed teams across cultures, lines of business, and geographies.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Experience successfully working with senior (C-level) executives.
• Holds strong operational skills and ability to identify and track metrics that will drive organizational efficiencies and improved customer satisfaction.
• Willing and able to manage customer escalations with speed and urgency.