BetterCloud is the first provider of SaaSOps solutions to manage and secure the digital workplace. Over 2,500 customers in 60+ countries rely on BetterCloud to automate processes and policies across a company’s SaaS application portfolio. A pioneer of the SaaSOps movement, the company established the first-ever “SaaS Application Management and Security Framework” via two published books entitled “The IT Leader’s Guide to SaaSOps” — Vol. 1: “A Six-part Framework for Managing Your SaaS Applications” & Vol. 2: “How to Secure Your SaaS Applications.” BetterCloud is headquartered in New York City.
BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process.
Requirements
- Experience working with Small to Midsize organizations
- Manage a portfolio of 55-65 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations
- Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes
- Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings
- Committed to customer satisfaction and happiness as measured by NPS
- Expert at juggling competing demands and managing limited time
- Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual
- Hardworking, driven, self-motivated and solutions oriented
- Passionate about technology and building a great company and a great product
Preferred Qualifications
- 2+ years of customer success or consultancy experience
- Experience in SaaS
- Experience with Customer Relationship Management (CRM) software such as Salesforce
- Awareness of best-in-breed SaaS-based technology
Responsibilities
- Develop and manage key programs to drive adoption within Corporate Accounts
- Gather and present product feedback and feature requests to appropriate teams within BetterCloud
- Consult regularly with clients to fully understand their needs and actively solve their pain points
- Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities
- Monitor customer health to be ahead of problems and continually drive product adoption
- Partner with internal teams specifically sales and renewals
Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience
Salary:
Salary Range: $100K -125K OTE
This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range. The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.
Compensation | Benefits
- Competitive base salary
- Full benefits package
- Stock options
- Career growth with an industry innovator
BetterCloud is an Equal Opportunity Employer, including disabled and vets.
What We Do
BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero touch workflows, thousands of forward-thinking organizations like HelloFresh, Oscar Health and Square now rely on BetterCloud to automate processes and policies across their cloud application portfolio.
With 10+ years experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations Management.
Headquartered in New York City, with a product and engineering office in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel.
Why Work With Us
At BetterCloud, each team member is instrumental in building products that will profoundly impact how the modern workplace operates. The team has the ownership to tackle big problems, innovate and take risks while working with great people and cool technology. This is more than a job – this is a place to really grow personally and professionally!
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