Satmetrix is a leader in the revolutionary field of Customer Experience Management (CEM). Our cloud-based software is used throughout organizations to measure and manage customer experience data that helps improve products, reduce churn, and grow sales. Satmetrix NPX, our industry-defining CEM solution launched in February 2015, has fundamentally altered the competitive landscape, delivering unmatched customer-journey-centric insights, data, analytics, mapping, and reporting functionality, with flexibility at scale. Headquartered in Redwood City, CA, Satmetrix also has offices in the United Kingdom and India.

We are seeking energetic and motivated professionals to join our growing Customer Success Management team. Our Customer Success Managers (CSMs) work directly with our customers to support our post-sales customer lifecycle as it relates to customer adoption, on-going support, optimization, and expansion. CSMs are the customer’s point person for all program-related inquiries, building trusted advisor relationships with all relevant stakeholders. CSMs have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of customers’ strategic business goals.  

The ideal candidate will have the highest caliber customer program management skills. S/he manages the customer experience across our customer base, meeting agreed retention and usage targets. S/He is an excellent presenter and creative thinker with the ability to troubleshoot issues quickly and effectively. The successful candidate must have excellent interpersonal skills, possess excellent written and verbal communication skills, be extremely well-organized and analytical with an ability to work well under pressure. S/He must be a strong team player as well as a proactive individual contributor.

Responsibilities:

• Drive seamless customer onboarding processes
• Work closely with our sales, services and support teams to proactively manage each customer’s successful deployment 
• Develop and implement tailored programs that provide continued value to the customer and drive long-term account growth 
• Drive and execute customer renewals, including proactively identify and prioritize accounts focusing efforts according to perceived risk, potential growth, strategic value, and (renewal) timeframe 
• Closely monitor adoption rates of assigned accounts; provide insight into customers use case studies
• Work collaboratively with marketing team on building customer references
• Create and contribute to thought leadership content 
• Make our customers successful!  

• Track record of driving customer success and aligning within complex customer environments at executive and department levels
• Ability to understand customer requirements, identifying upsell/cross-sell opportunities 
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities
• Skilled at negotiating business terms with line-of-business, senior management and/or C-level executives 
• Data-driven with a commitment to process; drive/track consistent engagement process
• Advanced program management and customer success skills
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture
• Previous experience with an annual subscription sales model preferred

Requirements:

• A minimum of 5 years sales account management or related experience
• Experience with CRM (Salesforce)
• Excellent verbal and written communication skills
• BS degree in business, marketing, finance or similar concentrations

Satmetrix takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by applicable federal, state or local laws. By fostering a diverse business environment, Satmetrix welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.