Customer Success Manager - US EST

Kentik is the network intelligence platform for modern infrastructure teams, enabling organizations to deliver applications and innovation at scale. The Customer Success Manager will establish and maintain ownership of the entire customer experience, ensuring they receive maximum value from Kentik's products while identifying expansion and upsell opportunities.

Responsibilities:

• Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long-term health and success
• Support customers through the Kentik Customer Journey: from on-boarding through adoption, to renewal and growth
• Establish and maintain rapport with all assigned accounts
• Work closely with your team of Post-Sales Engineers, Account Executives, Product Management, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes
• Identify and call out account risks
• Capture key customer needs, translate them to internal tasks, and execute
• Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams
• Ability to work in a customer-first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved
• Travel on-site to key customers as needed

Requirements:

• 5+ years of Customer Success Management / Account Management experience
• Candidate must be based on the East Coast and willing to work EST hours
• High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (Catalyst.io, Pendo, Looker, etc.)
• Clear communication abilities, and choosing the right mode of communication naturally (email, phone, messaging, etc.)
• Ability to speak with authority and lead customer meetings to favorable outcomes
• Previous SaaS experience required
• Emotional intelligence, ability to pick up interpersonal, unspoken communication and leverage these to drive better outcomes
• A “get it done” mindset
• Enjoy what you do and bring your unique experience to benefit both the team and our customers
• Ability to travel up to 25% of the time
• Revenue recognition experience in a SaaS framework is a strong plus