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Customer Success Manager

Company: Bolster, Inc
Location: Santa Clara
Posted on: September 17, 2023

Job Description:

We're growing the teams in all functions as we transition from a small start-up into the next phase of our journey. We are looking for A-list talent who will have meaningful impact, solve new challenges, and take ownership of the future of Bolster. The Customer Success Manager (CSM) will contribute strategic guidance and advice to customers of various sizes along various points of their customer journey. You'll work in tandem with multiple internal stakeholders to renew and grow business in our existing client base. You will work with a collaborative team where your experiences, effort, and ideas will matter. You're relaxed yet professional, eloquent yet casual, and pleasant yet persuasive. Most importantly, you want to believe in the product you're selling and take a personal interest in the growth of the organization. Our buyers are our usually Security Operations team, Fraud teams and are fairly technical. *** Please note, this role requires in office work/collaboration 3 times a week ***If this is you, apply and join our team!What You'll Do -Develop strong awareness of the customer journey and how a Customer Success Manager serves to strategically advise customers toward agreed upon goals. -Be responsible for validating and championing the expansion and adoption growth within a book of business across customer profiles with various business needs. -Engage and meet with customers for Executive Reviews in order to develop a clear understanding of their needs, opportunities and possible solutions. -Coach and drive customers toward the maximum value application of Bolster alongside their business needs on a defined timeline, promoting methodologies and business practices that create customer experts. -Maintain high levels of customer engagement and satisfaction with a focus on customer value & loyalty. -Identify common customer challenges amongst your CSM cohort and their books of business to help identify opportunities for enhanced product solutions. -Partner cross-functionally with Bolster Account Executive, Product, Engineering and Marketing teams to continuously improve the customer experience. -Ability to craft internal and customer-facing assets. -Help drive customer references and case studies.Requirements -4+ years of experience in a technical customer-facing customer success, account management, or strategic consulting role; enterprise software or SaaS experience is a preferred. -College degree (BA/BS) -Passion for building trust and communicating effectively with customers. -Experience working with Security operations teams and Fraud teams (SecOps) is a must. -Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption. -Strong interpersonal skills and experience building strong internal and external relationships. -Consistent track record of highly-professional customer service in a fast-paced, dynamic environment -Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues.Nice to Have -Experience with tools such as Salesforce and CS-centric tools is a plus. -Experience with a professional community management platform for a large technologically-focused user base. -Experience in Phishing & Fraud space*** Please note, this role requires in office work/collaboration 3 times a week ***

Keywords: Bolster, Inc, Santa Clara , Customer Success Manager, Executive , Santa Clara, California

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