Strategic Customer Success Manager (UK)

Overview

Job Description

Responsibilities

• - Serve as the primary business-related point of contact for customers within Netlify for any contractual and project-related questions, comments, or concerns
• - Owns the success and engagement motions to develop long-term customer value
• - Establish productive relationships with key stakeholders within our customer base
• - Drive engagement and feature adoption across all in-territory accounts
• - Consistently deliver against renewal goals
• - Use your skills to proactively reach out to customers with account-related or role-relevant information
• - Elevate customer feature requests to Product Managers
• - Perform customer-facing quarterly business reviews with base, embodying the role as a strategic advisor
• - Prepare and coordinate high-quality renewal reviews with a book of business
• - Partner with support, solutions engineering, and product to drive valuable engagements with base
• - Identify growth opportunities within the account base
• - Lead webinars and/or group trainings on product roadmap and feature releases
• - Travel to attend in-person customer onsite training and business reviews, as necessary

Required Skills

• - Proven experience in successful implementation and communication with a large number of strategic accounts
• - Familiarity with the composable architecture (MACH) approach and relevant SaaS services
• - Several years of experience in Enterprise Customer Success or adjacent roles related to renewals and account management
• - Ability to identify growth and development opportunities with accounts
• - Demonstrated ability to foster professional relationships with key customer stakeholders
• - Proactivity, organizational skills, and providing quick response times are a must
• - Strong ability to analyze data points in relation to customer usage and growth on the Netlify Platform
• - Ability to multi-task and manage multiple customer engagements simultaneously
• - Experience in working with Salesforce, Vitally, Sigma, and Google Workspace
• - A customer-service focus and growth mindset

Benefits

• - Remote work
• - Competitive compensation
• - Opportunity to work with a diverse and inclusive team