Customer Success Manager (Americas) - Remote

PerfectScale is hiring for its customer success team to guide customers through implementation, adoption, and ongoing success. The role partners with sales and solutions engineering, manages customer relationships and success plans, and identifies opportunities to improve retention, growth, and renewals.

Responsibilities:

• Gain a comprehensive understanding of the customer experience, prioritizing customer needs and adapting the journey as necessary
• Build expertise in our technology to establish customer success best practices (e.g., defining processes, preparing presentations, generating reports, etc.)
• Manage a portfolio of customers by fostering relationships across diverse stakeholders, supporting teams to promote adoption, retention, and minimizing risks within their organizations
• Cultivate connections at various organizational levels, including Executive Sponsors, decision-makers, and key influencers
• Plan quarterly business reviews and conduct internal account assessments to identify risks and opportunities at least two quarters in advance
• Collaborate with customers to create tailored Success Plans and lead effective Business Reviews to understand their business goals, key outcomes, and success metrics
• Ensure customers achieve their objectives, guiding them through pivotal moments in their journey and demonstrating success through product adoption
• Act as the customer’s advocate internally, working with cross-functional teams to drive successful implementation, adoption, growth, and renewals
• Support internal operations as needed—updating customer records, reconciling billing for finance, and refining playbooks

Requirements:

• 5-7 years of customer success, account management, consulting, or software sales experience
• Demonstrated ability to acquire new leads and strategically close deals, collaborating effectively with internal and external te ams to meet targets
• Excellent communication and interpersonal skills, with a collaborative approach that contributes positively to a team-focused environment
• Strong organizational skills with the ability to leverage modern sales tools to identify and target the right prospects at the right time
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
• Experience discovering key goals and steering customer stakeholders with Success Plans
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth, and across multiple levels from end user through C-level stakeholders
• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams
• Fluent in English with excellent verbal and written skills
• Ability to create compelling business cases that address the customer's pain points and drive sales
• Familiarity with Kubernetes, DevOps practices, and cloud-native technologies is a significant advantage
• Additional languages are a plus