Senior Customer Success Manager

Posted on Support


We are Skedulo, the world's leader in scheduling and workforce management software. In response to COVID-19 we have partnered with government bodies and healthcare organisations worldwide to bring the fight to COVID. We are driving the roll out of vaccine programs at scale internationally and playing our part in helping the world reopen on schedule.


The Principal Customer Success Manager at Skedulo will be responsible for a set of strategic customers and will be accountable for driving onboarding, adoption, engagement, renewal, and growth of Skedulo platform. They will engage deeply with our biggest customers to understand their use cases, pain points and how they can drive business value while leveraging Skedulo. Senior team members would also be actively involved in coaching other CSMs and driving our internal initiatives around continual improvement & maturity within Customer Success at Skedulo.


Lead a small focused book of high-profile & strategic accounts, with the goal of renewing customers year over year and identifying revenue expansion opportunities
Consult with customers to understand their business and strategic goals throughout the customer lifecycle; ensure customer’s overall objectives are being met, and drive outcomes through adoption of product and services
Establish and grow key relationships with executive sponsors and decision makers across full book of business
Identify and manage customer escalations to drive resolution internally with stakeholders and externally with customers
Partner closely with Sales and Customer Success leadership to mitigate churn risk and ensure ongoing customer success retaining Customers for Life!
Track customer interaction within and Gainsight
Evangelize new product features and provide customer feedback to Sales, Product, Customer Success and Engineering teams
Participate in events / seminars and maintain a deep understanding of the workforce management space
Prepare and execute on customer success plans
Increase adoption and expand usage of Skedulo within each account identifying opportunities for cross-sell and upsell
Work with sales on new prospects and cross sell opportunities around how Customer Success Managers are introduced
Introduce new features and best practices to customers
Manage customer core product on-boarding process: have a strong knowledgeable of our product, customer Journey methodology and processes to be able to explain these to internal and external stakeholders
Manage Customer hand over process working with Sales
Work with the Project Delivery team during custom implementations of Skedulo
Build Skedulo product champions within each customer account
Work collaborate with marketing and PR teams on building customer references and user stories
Responsible for key customer success metrics, including customer churn, renewals, NPS/CSAT


Must have at least 7 year's prior experience directly engaging and managing customer accounts and relationships
Must have excellent verbal and written English communication skills
Must have strong presentation skills and ability to demo solutions
Must have some working knowledge of Salesforce and Gainsight
Must have prior experience managing customers in a SaaS specific environment
A strong teamwork ethic is essential


8+ year's prior experience directly engaging and managing customer accounts and relationships
Project management skills to manage customer issues and escalations
Business savvy; ability to translate business needs into product requirements
Attention to detail and ability to produce highly accurate analysis
Comfort and experience with presenting to C-level executives
Possess working knowledge of the Atlassian Suite, JIRA, Confluence and Service Desk
Prior experience working with offshore and distributed teams
Enjoy problem solving while learning, developing and applying new skills along the way
A proven ability to learn new products, develop technical knowledge and apply new skills in a high paced environment

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Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 11 Apr 2022

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