A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50™ in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.
We are looking for a dedicated, ambitious and self-driven Customer Success Manager (CSM), for our ever-growing Growth segment. As a Growth CSM, you will report into the Director of Customer Success, Growth and will be responsible for the renewal revenue of this Growth segment via heavy digital touch and light direct touch. We’re looking for someone who has prior experience with SaaS solutions. The CSM, Growth role will collaboratively drive adoption across the larger Customer enterprise by becoming a Subject Matter Expert in (a) specific area(s) and then create digital content around that area to be consumed by the Customer base. We expect this CSM, Growth to use various digital tools for this content creation and be experienced with some level of digital marketing.
What you will do:
- The Customer Success Manager, Growth role will be responsible for renewal revenues for the Growth Segment while further enabling our Customers to realize business value from their investment and support our Customers in their journeys to become advocates of Varicent – both our company and our products. Key responsibilities include:
- Manage a portfolio of accounts on a 1:Many basis, connecting Varicent to our Customers through digital channels
- Represent the voice of the Customer (customer advocacy) to provide input into every core product, marketing, and sales process
- Lead renewals and identify expansion opportunities to drive value both for the Customer and for Varicent
- Create value for Customers by collecting and sharing success stories and be accountable to drive high usage of Varicent products via thorough and action-oriented playbooks
- Develop and leverage Varicent product expertise to support our Customers in their journeys
- Leverage data collected to refine and optimize existing playbooks, as well as build out additional plays to continue to drive Customer maturity
- Build and maintain relationships with the relevant stakeholders in your portfolio
- Engage with your Customer early in their lifecycle from onboarding through value realization
- Maintain and update the various systems used to support the 1:Many dynamic, with urgency and high attention to detail
- Become a product area SME (subject matter expert) and represent that area in the creation of digital content to be consumed by the Customer base
- Seek and act on manager feedback to promote growth in role
What you will bring:
- 2+ years of experience in customer success or account management in a SaaS or software company
- Experience creating digital marketing content preferred (including digital marketing tools)
- Passionate about the future of work, and positively impacting the working lives of people in large organizations
- Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
- Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
- Demonstrated ability to work independently to ensure the success of your Customers and Varicent
- Ability to connect the Customer’s business process to product capability
- Strong interpersonal skills that establish trusted advisor relationships with clients
- Strong organizational/time management skills and the ability to manage multiple projects simultaneously
- Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, etc.
- Adaptable mindset, able to operate effectively with change
- Driven, self-motivated, enthusiastic, with a “can do” attitude
- Experience negotiating contracts and managing renewals
- Cultural awareness and appreciation for diversity
- Bachelor’s degree with information technology/business/finance focus preferred
Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.comVaricent is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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