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Manager, Customer Success

Boston, MA US · Full Time

About The Position

The NA Customer Success team is responsible for working with new and existing clients to ensure that they are successfully using Aqua’s solutions. As the manager of this team, you will develop the overall renewal and adoption strategies while providing leadership and guidance to an existing team of CSMs. You will coach, plan and hire within a fast-paced and rapidly evolving environment contributing to the overall success of Aqua. This is a unique opportunity to lead the strategy while being accountable for the execution of our CSMs focused on ensuring the adoption, maturity, renewal, and growth across Aqua’s NA customer base. The right candidate for this position has an unrivaled passion for the customer journey and a vision for people & process development.

This is a remote position.

RESPONSIBILITIES

  • Manage a growing team of 8 Customer Success Managers
  • Drive the team towards key performance metrics: Renewal Rate, On Time Renewal %, Customer NPS, and upsell/cross sell leads generated
  • Prioritize where we invest our resources and efforts with customers
  • Provide operational oversight of the business to deliver on targets and KPIs
  • Serve as a coach, mentor, and leader, helping individuals grow in their career, while setting expectations on performance based in feedback and transparency
  • Craft best practices to help our CSMs achieve amazing retention results
  • Identify customer needs and collaborate with internal teams to ensure customer success with special emphasis on adoption, advocacy, expansion and renewals
  • Partner with cross functional teams to provide customer feedback and assemble any needed resources to resolve customer escalations
  • Manage customer escalations to create positive outcomes and creative problem-solve
  • Utilize data to make informed decisions around team management

Requirements

  • 3+ years managing a customer facing team of CSMs supporting a complex software solution
  • 5+ years of customer success experience preferably within a multi-product and SaaS software organization
  • Excellent written & verbal communication skills both with customers and within an organization
  • Ability to build trust and rapport with a customer success team
  • Ability to challenge team members and be challenged to achieve team goals
  • Strong track record of identifying customer needs and successfully implementing long-term software solutions
  • Strong organizational and project management skills
  • Strong track record of defining and executing within a metrics driven environment
  • Proactive interest to increase customer satisfaction and deepen customer relationships
  • Comfortable and willing to be a hands-on contributor, and work alongside the team
  • Experience with SFDC (or equivalent CRM systems), as well as with CS tool
  • Experience with enterprise SaaS vendors and international operation preferred
  • Excellent listening, negotiation skills with demonstrable ability to communicate, present and influence effectively at all levels of the organization
  • Bachelor’s degree required


AND NOW, A LITTLE ABOUT AQUA

Did you hear the news? Aqua has reached “unicorn” status! After just 5 years, Aqua has received $135M in Series E funding. With this investment Aqua’s valuation now exceeds $1 Billion. This valuation is based on several factors including our consistent growth year over year, an impressive customer base to include many Fortune 100 companies, and the incredible team of Aquarians who bring their dedication and passion to their job every day! You can read more here: https://hubs.li/H0J03jn0

Aqua Security helps enterprises secure their cloud native applications from development to production, whether they run using containers, serverless, or virtual machines. Aqua bridges the gap between DevOps and security, promoting business agility and accelerating digital transformation.

  • Total of $265M in VC funding
  • More than 400 enterprise customers across the globe
  • Strategic partnerships with the major cloud native platform providers and public cloud providers
  • At the forefront of open source cloud native solutions and primary cyber security research

If you’re ready to be your best, now is the perfect time to join Aqua! We are a global late stage start up, but still small enough for you to make a big impact. We have dedicated employees around the globe. And aside from being in a hot cloud security industry, we love to have fun! Aqua also offers great company culture, amazing colleagues, international travel, and lots more!

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