Customer Success Manager, Public Sector

Customer Success Manager (CSM)

Pexip loves our customers! We are strengthening that commitment by seeking a passionate, strategic and client-centric Customer Success Manager (CSM) to join our Customer Success team in the Americas.

At Pexip, we believe that people achieve more when they are empowered and supervised less. Working closely with the Sales, Sales Engineering, Channel Sales, Operations and Marketing teams, the Customer Success team takes the lead to ensure customers love every step of their journey with Pexip.

The Opportunity: If you are customer-focused, an effective communicator, organized, self-driven, and a strong team player who is energized by delighting customers then this is the job for you!

The Customer Success Manager (CSM) will provide onboarding and training of new customers and provide non-technical support to existing customers. Serve as the "voice of the customer", focused on driving customer satisfaction, preventing churn, and introducing customers to additional Pexip products and services. The CSM will also help scope and develop process changes, targeted marketing campaigns, and documentation focused on customer education, adoption, and usage. The CSM role will be responsible for specific accounts as a part of a team responsible for driving results for the Americas.

The Customer Success Manager will be an individual contributor and a part of our Global Customer Success Team. The position will take place in our Herndon, VA office. Flexibility offered and work life balance.

Role and Responsibilities:

Results oriented:

• Drive towards monthly/quarterly KPI's, including usage and adoption, renewal rates, customer contact, and more

Customer Advocate:

• Serve as the customer's primary voice within Pexip, including into product development, leadership, sales, and operations
• Help drive adoption of the Pexip product offerings by the customer base to build "stickiness" and cement long-term value

Communication is key:

• Maintain a regular cadence of communication with key accounts
• Communicate technical concepts to non-technical people
• Collaborate with the Pexip sales team for customer opportunities and engagement

Drive renewals, upsells and retention:

• Own the renewals process. Coordinate Pexip sales, channel partners, and the customer to ensure timely renewals that maximize value to the customer
• Educate customers on additional Pexip products to increase revenue

Be a team player:

• Manage cross-departmental customer issues, including billing issues, support issues, etc.
• Work with finance, sales and operations to complete renewal and re-structure contracts. Coordination and communication of daily and weekly reporting to management
• Work with Marketing and R&D to ensure customer feedback on features is received and understood

Organized and a clear thinker:

• Effectively prioritize cases based on urgency, impact, and customer need
• Capable of evaluating multiple resolution paths and making decisions to create the best possible outcomes

Required Qualifications:

• Have a Bachelor's degree or equivalent experience
• Have 5+ years relevant experience in customer facing roles such as customer success, customer service, or technical sales
• Have a passion for customer interaction, training, and driving adoption of technology
• Have a proven track record in previous customer-facing roles
• Be comfortable in a dynamic atmosphere of a high-growth technology organization
• Have the experience and sound judgement to plan and accomplish goals
• Ability to juggle a variety of tasks while working independently as a part of a global team
• Have experience working with common CRM tools (e.g., Salesforce) and familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, Planhat)
• Possess strong verbal communication, written communication, and presentation skills

Desired Qualifications:

• Have experience within a high-growth technology company
• Have a track record of success in a role within a technology company that applies an indirect sales model (i.e., sells through a network of value-added partners) where you worked with both partners and customers
• Have experience working within, or familiarity with, the visual collaboration industry
• Experience with healthcare/telehealth and/or state and local government preferred
• Be energized by the prospect of driving results as an individual contributor, but also open to the prospect of growing into a player-coach as Pexip continues to grow

Why Pexip? Our purpose is to unlock the potential of video by pushing technology to new limits and presenting customers with innovative solutions that solve their challenges. Pexip was founded by a team of scientists, explorers, business developers, and designers who have been disrupting the video technology industry for decades, constantly pushing the limits of what's possible. Our culture builds on the solid foundation of The Pexip Way. We are passionate and curious people who love what we do. Work is not a place for us but a meaningful part of our lives and something we look forward to every day. Our technology enables organizations to communicate and collaborate effectively, regardless of location. As a result, employees have the chance to work on meaningful projects that have a positive impact on businesses and communities.

Some of our benefits:

• We put people and culture first in everything we do
• We care about our health and take employee wellness seriously by offering healthy food and promoting mindfulness, community, exercise, and flexibility at work
• We are a flat organization, embracing freedom and responsibility, aligned to accountability and performance goals
• We are proud to play the role of a technology enabler in the innovation ecosystem of our industry, and we have a fantastic team of highly talented people working here. You will work with them on disruptive and ambitious projects that move our industry forward
• Connection is critical to building a resilient culture. We promote openness where people can grow, thrive, and succeed at work
• Fun matters. We do everything we can to have fun at work. That does not only mean walking contests and happy hours but making everything we do every day enjoyable.

Equal Opportunity

Pexip is an equal opportunity employer who evaluates applicants regardless of an individual's age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. We are committed to creating a diverse and inclusive environment at work and are proud to be an equal-opportunity employer. All qualified applicants will receive the same level of consideration for employment; everyone we hire will receive the same ability for training, compensation, and promotion. We ask for gender as part of our application to ensure equal assessment in the recruitment process. Your answer will help us reach this commitment! However, the question about gender is optional and your choice not to answer will not affect the assessment of your application in any way.