Customer Success Manager

Posted on Support


At Urbint, our mission is to make communities more resilient. We do this by pairing external data with artificial intelligence to identify areas of high risk and prevent catastrophic loss for utilities and infrastructure operators across the country. We are a team of close-knit engineers, entrepreneurs, and data geeks who obsess over problem-solving, new technologies, and making a positive impact in our communities


As a Sr. Customer Success Manager (CSM), you will own the ultimate success for a portfolio of Urbint’s enterprise customer base; this includes seamless customer onboarding, program/project success, retention, and renewal.

The ideal candidate will have a unique ability to communicate to varying audiences (executives, program leads, IT, and others), can build relationships effortlessly, and will passionately champion Urbint, its products and overall customer value. The results are increased customer loyalty and retention of Urbint’s solutions.

Reporting to the Vice President of Customer Success, we’re seeking an exceptional and energetic Sr. CSM who thrives amidst the challenges of a high growth environment.

What You’ll Do

Own the ultimate success for a portfolio of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal
Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base
Define and oversee lifecycle processes/touchpoints, including exec sponsor program, EBR/QBR process, and “listening” points (e.g. on usage, program effectiveness)
Find ways to deeply understand our customers’ objectives and become a trusted right-hand advisor
Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth
Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn
Drive and continuous improvement of customer referenceability, experience and health
Work closely with sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Partner with the Customer Success Team to create and enhance repeatable processes, presentations and playbooks
Personally manage customer escalations and methodical approaches towards resolution
Track customer metrics and maintain customer health scorecards with clear action plans
Be willing to travel and spend time onsite with strategic customers ( 15-20% during non covid times)

Who You Are

At least 5 years of experience in a high growth technology firm (preferably SaaS) in a Customer Success, Account Management, Consulting or Engagement Management role
Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
Proven track record of managing six to seven-figure engagements with enterprise customers and deliver outcomes for the customers that result in material ACV/ARR growth
A strategic thinker and creative problem solver
Analytical and detail oriented
Exceptional stakeholder management skills and be able to manages complex relationships with customers and partners
Has superior organizational skills and the ability to prioritize and deliver on multiple priorities
Strong technical aptitude and a passion for technology - ability to understand and explain complex technical products or issues
Be able to work in a high growth environment and comfortable navigating through ambiguity
Bachelor's degree in Business, Computer Science or related field
Experience working with utility, telecommunication, oil and gas industries are a plus

About Company


Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 07 Apr 2021 Expire in: 2 weeks

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