Job Title: Key Account Manager - Customer Success
Job Description:
This role involves leading a team of customer-facing professionals who enable customer success through our award-winning products and services.
Key Responsibilities:
* Drive the team to in-depth knowledge of customer success indicators, utilizing data and analytical skills to guide changes, updates, and improvements.
* Work closely with customers, security architects, engineers, and development operations teams within mid-to-large enterprises to deliver exceptional results.
Benefits:
* Manage customer escalation, triage, prioritize issues, negotiate customer priorities, and manage expectations.
* Develop strong relationships with internal teams (TAC, Product Management, Engineering) to drive business growth.
* Build and lead a high-performing team of customer-facing professionals and drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement.
Requirements:
* Proven track record of delivering customer success in a fast-paced environment.
* Strong leadership and communication skills.
* Ability to work collaboratively with cross-functional teams.
* Knowledge of industry trends and best practices in customer success.