Customer Success Manager

Job content

Location: Europe. This is a remote role.

We are proud about what we do, we obsess over our customers and are passionate about protecting what matters most. With 100% customer retention and 4.9 on the Glassdoor scale, we are a force to be reckoned with and the future looks extremely exciting for existing and new Nozomiers.

We’re looking for an experienced Customer Success Managerto execute on key leadership and operational priorities within the customer-facing team.

Responsibilities

• Provide oversight and review on overall customer account health, issue escalation and correction. Look to templatize those learnings for continual use and improvement across the entire organization.
• Maintain oversight of team-wide net revenue retention goals and initiatives across customers and work with teammates to proactively plan, manage and drive renewals.
• Track key performance indicators across the full customer business for active customers and provide visibility to leadership for trends and recommendations.
• Document and Publish best practices, customer success guides and other knowledge learnings for internal and external audiences.
• Continually optimize and improve strategic playbooks for end-to-end customer lifecycle management: onboarding to renewal.
• Contribute meaningfully to the strategic direction of our customer facing team and GTM activities.
• Prioritize Customer Success mindset above all else and translate outcomes based on the “why does this matter to our customer” mindset.
  

To Be Successful In This Role

• Experience in a high-touch service business with at least 5+ years spent in a customer success function at a high-growth enterprise SaaS or B2B company.
• Proven management and cross-departmental team leadership essential across a range of levels.
• Success tied to net revenue retention and customer account expansion goals.
• Experience creating a metrics and performance driven environment.
• You thrive in fast paced environments, enjoy collaborating with cross-functional teams, and adapt quickly to change with a proven track record of executing on team initiatives and priorities.
  

About Us

Nozomi Networks (

Compensation And Travel

Here at Nozomi we are proud of our culture. We work hard, have fun and support & challenge each other. We love what we do and want the environment we work in to be the best.

• Highly competitive salary
• Competitive ownership opportunity through employee stock option plan
  

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