Role Level: IC 4

Role Title:  Senior Customer Success Manager  

Reports to: Director of Customer Success  

Salary: $100,880 (US) / $100,880 x COL (Non-US)  

The Senior Customer Success Manager (CSM) is responsible for BEMO’s customers’ onboarding, adoption, expansion, and retention journeys. This role is focused on retaining happy customers that have managed services with BEMO. In addition, the Senior CSM acts as a product and services champion externally and a customer advocate internally.

The Senior CSM (IC4) will demonstrate the ability to conduct complex tasks autonomously and demonstrate specialist knowledge in the following areas

• Strategic Customer Partnerships 
• Orchestration of Cross-Functional programs delivering customer value 
• Outcome Enablement for value realization 
• Customer Relationship Management
• Account Success Planning 
• Opportunity Identification and Opportunity Management 
• Technology and Industry Areas: 
• Digital Transformation 
• Microsoft 365  
• Microsoft Azure  
• Cybersecurity 
• Small to Medium Business (SMB) 
• Customer Excellence 
• Journey Management 

At BEMO, the CSM IC4 role requires the following competencies:   

• Manages the assigned customer accounts with little to no oversight  
• Critiques and improves standard practices and procedures to solve problems and can develop new standards and procedures, including organizational change management content to land the change  
• Builds working relationships across the organization (peer-to-peer or working with leadership on areas of specialization) 
• Demonstrates the ability to own problem-solving, bringing recommendations for decision 
• Prioritizes work and works independently to accomplish cross-department or cross-industry goals 
• Highly functional in ambiguity and experienced in managing programs from ideation to full adoption 
• Clear and consistent communication with internal and external stakeholders/customers 
• Quickly learns new concepts and applies learnings to improve the business  
• Demonstrates skill to influence other peers 
• Builds self-awareness about strengths and areas of development by being open to feedback from your manager and peers.  
• Consistently seeks to improve knowledge in the Microsoft technology and cybersecurity areas; shares knowledge with the CSM team and provides guidance to entry levels in the CS team. 

Responsibilities & Primary Goals

• Customer Onboarding  
  • Executes customer onboarding journey using internal Sales to CS process and tools, PM’s portfolio management processes and tools, and CS playbooks via the CSM platform 
  • Document onboarding handovers  
  • Act as an escalation point during the onboarding journey for PMs and Implementation Engineers  
  • Lead customer relationship management and ensure customers’ onboarding success  
  • Champion process improvement efforts for customer satisfaction triggers 
• Customer Adoption 
  • Use usage patterns to gain insights, provide guidance, and increase customer adoption using BEMO’s products and services 
  • Provide customer resources to ensure the greatest possible value derived 
  • Provide training resources to ensure customer adoption 
• Customer Expansion 
  • Identify opportunities from onboarding teams’ handovers  
  • Identify opportunities from profile and account planning 
  • Manage opportunities to meet upsell goals using Sales CRM (HubSpot) and CSM Platform (ChurnZero) 
  • Grow customers’ accounts through value realization efforts leading to upsell, cross-sell, and upgrades driving revenue of BEMO offerings  
  • Execute marketing campaigns for customer education and upsell opportunity 
• Customer Retention and Referrals 
  • Manage customer’s satisfaction throughout the entire customer lifetime 
  • Flag churn risks or triggers  
  • Ensure NPS is full of promoters that drive customer success stories for new sales 
  • Ensure CSAT feedback is addressed with the support team, implementation team, and leads 
  • Ensure each customer understands the value delivered to their business by conducting strategic business reviews and aligning the goals and objectives regularly 
  • Account Planning for each assigned customer as a result of QBRs 
• Strategic Cross Group Collaboration  
  • Provide expert customer insight to product management, marketing, and sales on what continuous improvement or innovation is needed relating to user experience, product capabilities and features, customer engagement, and satisfaction 
  • Serve as the primary escalation point to manage and resolve critical issues with the support team, implementation team, and project managers 
  • Serve as the subject matter expert providing customer insights to product, services teams, sales, and marketing opportunities for growth and improvements 
  • Champion customer marketing collateral with the marketing team (product collateral, newsletters, marketing campaigns, etc.) 
  • Collaborates with Monitoring and Maintenance teams for managed customer data and reporting of improvements on cybersecurity scores and changes in policies 
• OKRs 
  • In collaboration with Sales, grow customer’s annual recurring revenue to $13M in 2023 
  • Raise BEMO offerings recurring revenue to 25% of our total recurring revenue in 2023 
  • Target less than 7% logo churn  
  • Grow customer referral accounts for new sales  
  • NPS > 65 
  • CSAT > 85 

Requirements:

• Educational degree or diploma in Computer Science, Business, Engineering, Marketing, or the equivalent in proven experience 
• 5+ years of experience in customer success, account management, relationship management, or similar consultative role preferably at a SaaS or subscription organization 
• Experience managing customers on platforms or services in the following areas: Microsoft Stack O365, Azure, Cybersecurity products, Managed IT services, Cloud platforms, Digital Transformation, etc.  
• Strong empathy for customers and passion for emotional intelligence 
• Strong understanding of value drivers in recurring revenue business models 
• Proven customer service experience with clear and consistent writing, presentation, and communications skills in the English language 
• Excellent time management and prioritization skills  
• Self-motivated drive for excellence 
• Experience using a customer success platform or other CRM 

Specialized Knowledge or Skills Preferred

• Microsoft Certifications for the 900s (e.g. MS-900, AZ-900, SC-900, etc.) 
• ChurnZero, HubSpot, and Zendesk experience 
• Experience with the TSIA framework for Customer Success 
• Training Certifications 
• Customer Success Operations experience 
• Technical Knowledge in the Microsoft Stack related to 365, Azure, Cybersecurity, SMB 

Benefits

US Benefits: 

• 4 weeks (20 days) PTO  
• 11 Paid Holidays  
• 3-month paid sabbatical every 5 years  
• 12-weeks paid parental leave  
• Unlimited Sick days  
• Medical, Dental, Vision, and Life Insurance  
• 401k, 80% match on first 5% of contributions  
• $500 home office setup (in addition to company provided computer)  
• 100% remote (we've been remote since day 1)  

Non-US Benefits: 

• 4 weeks (20 days) PTO  
• Paid local and BEMO Global Holidays  
• 3-month paid sabbatical every 5 years  
• 12-weeks paid parental leave  
• Unlimited Sick days  
• Health and Life Insurance Reimbursement  
• $500 home office setup (in addition to company provided computer)  
• 100% remote (we've been remote since day 1)  

BEMO participates in the E-Verify program.

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf