Sr Customer Success Manager II

Overview

SR CUSTOMER SUCCESS MANAGER II — REMOTE US; DRAPER, UT; RALEIGH, NC; MOUNTAIN VIEW, CA

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

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ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us!

We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

• Become a product expert including the technical workings and practical business application.
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Keep customers informed of process and procedural changes.
• Manage resolution of escalated customer issues.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
• Travel expectations – 10%
• Workplace expectations on-site or off-site depending on where you are located

• Demonstrated success managing customer relationships in a B2B SaaS company
• Demonstrated capability to identify and mitigate risk.
• 5+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively.
• Previous experience with tech companies, specifically SaaS solutions, preferred.
• Excellent communication skills (writing, listening, phone).
• A team player capable of high performance and flexibility working in a dynamic environment.

Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $70,000 - $105,000 annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

• Competitive salaries and comprehensive benefits
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
• Paid holidays and sick time
• 401(k) with company match
• Health Savings Account (HSA) with a generous employer contribution and Flexible Spending Account (FSA) options
• Up to 12wks of paid Parental and 10wks Adoption…