Customer Success Manager

Cloud Range is on a mission to revolutionize cyber readiness with hands-on, real-world simulation training. As a Customer Success Manager, you will transform new customers into long-term partners, ensuring they achieve their cyber readiness goals while driving customer satisfaction, retention, and growth.

Responsibilities:

• Build and maintain meaningful relationships, fostering trust and loyalty across customer accounts
• Serve as a main point of contact for customers, helping them navigate and leverage Cloud Range products to meet their needs
• Work with customers to establish and track measurable objectives using Cloud Range’s solutions
• Work with Cloud Range trainers to capture insights, and communicate insights and recommendations to customers, including providing comprehensive KPI results
• Coordinating and scheduling meetings and training sessions to align with established processes and procedures
• Meet or exceed retention and expansion goals
• Ensure process milestones are met for Cloud Range and its customers
• Create and maintain buying team blueprints for each customer
• Promote product value and identify upsell opportunities to expand product usage
• Partner with Sales to initiate and support the renewal process through strategic touchpoints like Executive Briefings
• Drive additional revenue through proactive account management, optimizing product adoption, and advocating for expanded product engagement
• Manage and grow the Customer Advisory Board (CAB)
• Inform CAB meeting agendas and planning elements
• Gather product feedback from customers and share actionable insights with Product and Training teams
• Conduct regular reviews of customer concerns and proactively suggest solutions to improve their experience
• Identify and communicate opportunities to Marketing for customer case studies, customer interviews, blogs, and speaking engagements
• Work with customers to identify customer referrals and marketing opportunities within industry groups
• Proactively identify operational bottlenecks or customer friction points, recommending and driving process improvements that enhance efficiency and the overall customer experience
• Continually optimize customer success processes to improve quality, effectiveness, efficiency, and overall customer experience
• Share insights and best practices with team members to enhance customer engagement and product utilization
• Coordinate with administrators to ensure seamless execution of scheduling and planning customer engagements
• Become an expert in Cloud Range products, guiding customers on best practices to maximize value
• Proactively monitor customer progress, preemptively addressing potential issues to ensure a seamless customer journey
• Educate customers on Cloud Range products and features, positioning yourself as a trusted resource

Requirements:

• Proven experience in customer success, sales/account management, customer management, or similar customer-facing roles
• Strong interpersonal and communication skills with the ability to build relationships effectively across varied technical backgrounds
• Demonstrated capability in process optimization–ability to identify gaps or inefficiencies and independently propose and implement practical solutions
• Experience working with Sales, Product, Marketing, and Support teams to enhance customer satisfaction and drive retention
• High attention to detail and organizational skills, strong critical thinking skills, and going beyond the status quo to capture customer insights
• Ability to advocate for customer needs while balancing company objectives
• Cybersecurity experience and understanding is preferred