Key skills
Customer Success ManagementSalesforceGainsightBudget OwnershipSoftware Licensing ModelsSaaS Licensing ModelsSecurity ManagementService ManagementCustomer-centric mindsetExecutive communicationConcisenessIndependent thinkingActive learningProject ManagementSaaSCRMLeadershipCommunicationNegotiationCustomer SuccessSales
About this role
Flexera is a pioneer in Hybrid ITAM and FinOps, providing data-oriented SaaS solutions for technology value optimization. The Customer Success Manager will manage complex customer accounts, ensuring they derive value from Flexera's solutions while fostering strong relationships and identifying growth opportunities.
Responsibilities:
- Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
- Identify the potential risk of churn and develop strategies to mitigate
- Identify expansion opportunities (upsell and cross-sell) for sales to develop
- Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
- Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
- Identify stakeholders at the account and establish relationships
- Proactively drive new value conversations
- Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
- Own an enablement and development plan for Customer Success
- Lead cross-functional projects of continuous improvement for the company
- Coach new-hire CSMs for onboarding and ramp-up
Requirements:
- An outcome-driven individual with a customer-centric mindset
- 5 years of experience working in leadership positions of IT for a Fortune 1000 company, OR Experience in a Strategic Customer facing role for an Enterprise IT Software company
- Proven ability to maintain strong customer relationships and proactively grow them
- Ability to work with cross-functional teams and facilitate communication between technical and commercial teams
- Self-starter, independent thinker, active learner
- Recognized and successful practitioner understanding of the business and language of IT
- Strong executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation)
- Experience exercising these skills remotely is a plus
- People management experience
- Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness
- Successful project management experience with budget ownership
- Understanding of Software and SaaS licensing models. Security and service management is a plus