Drive adoption, growth and retention of our customers by building trusted relationships and delivering maximum value of the product
We are the world's #1 strategy execution platform. We help over 25,000 teams around the globe turn their visions into reality by providing them with a place where to analyze their business performance, build and execute dynamic strategies, and deliver the most impactful initiatives cheaper, faster, and better.
Our customers are leaders in their industries, redefining the world as we know it. From battling the AIDS epidemic and establishing a supply chain for COVID-19 vaccines, to building the world’s fastest Formula One car, Cascade has been a critical component in driving their success.
We are a team of over 100+ passionate Cascaders, dedicated to building the future of strategy execution. We are rapidly scaling up and aspire to have Cascade in the hands of millions of people, empowering them to drive alignment, business observability, and focus within their organizations.
About the Role
The Customer Success Manager will act as a trusted advisor to Cascade’s Enterprise customers by enabling them to leverage Cascade’s platform and capabilities to achieve their business goals. They will be responsible for shaping and driving customer transformation across people, processes, and technology while driving business value based on customer strategy and priorities. They will empower Cascade’s high-value customers to reach their business aspirations by leveraging the full capability of their Cascade investment. The success of this role means higher customer happiness, retention, and expansion of Cascade’s business.
This is a fully remote position and we will consider candidates in North America in Eastern Standard Time zones.
Who You Are
Possess a strong sense of ownership and takes pride in all that you do
Comfortable in dynamic environments with changing priorities
Skilled at managing multiple responsibilities while striving to exceed expectations
Displays a sense of humor and humility during those challenging times
Self-starter with the ability to manage multiple projects simultaneously
Ability to effectively prioritize and escalate customer issues
Ability to adapt to a rapidly changing environment
Drive adoption, growth, and retention of our customers by building trusted relationships and delivering the maximum value of the product
Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
Act as a trusted Advisor for customers to drive adoption and quantify the value of Cascade
Educate and train customers on Cascade’s product, business roadmap and services to help better their ability to succeed
Partner with internal Cascade partners to align account activities with the customer's business case and strategy
Act as a strategic visionary that can anticipate decisions, explore and uncover business needs and understand how Cascade’s product can grow the customer's business
Relationship management skills – build and maintain relationships with customers at all levels
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customer's business needs
Lead the renewal motion with customers and liaise with internal Cascade resources for assistance
5+ years experience in Customer Success, Account Management, or relevant role in a SaaS organization
Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required
Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required
Proven track record of success in making data-driven decisions and leading complex customer relationships
Exceptional organization skills - you're used to juggling multiple priorities
Demonstrated expertise in driving SaaS product activation, ongoing usage, and value attainment discussions.
Demonstrated success partnering with cross-functional teams across GTM and Product roles
Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging and crisis management
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence