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The Role
Manage post-implementation customer relationships to drive product adoption, retention, and renewals. Develop strategic success plans, perform business reviews and on-site visits, resolve escalations, and coordinate with Product and Engineering to address customer needs and recommend product enhancements.
Summary Generated by Built In
CUSTOMER SUCCESS MANAGER
EGNYTE YOUR CAREER. SPARK YOUR PASSION.
Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:
Invested Relationships
Fiscal Prudence
Candid Conversations
ABOUT EGNYTE
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
The Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.
WHAT YOU’LL DO:
- Become a product expert including the technical knowledge and practical business applications
- Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
- Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
- Keep customers informed of process and procedural changes
- Manage resolution of escalated customer issues
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
YOUR QUALIFICATIONS:
- 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices
- Success managing customer relationships at a software or SaaS company
- Proactive approach with a demonstrated capability to identify and mitigate risk
- Experience working across multiple, internal teams to resolve customer issues quickly and effectively
- Previous experience with tech companies, specifically SaaS solutions
- Excellent communication skills (writing, listening, phone)
- A team player capable of high performance and flexibility working in a dynamic environment
- Ability to work US EST hours on a daily basis
BENEFITS:
- Competitive salaries
- Medical insurance and healthcare benefits for you and your family
- Fully paid premiums for Term life insurance
- Personal Accident Insurance
- Flexible hours and PTO
- Gym and fitness reimbursement
- Childcare reimbursement
Equal Employment Opportunity
At Egnyte, we celebrate our unique differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Our global Egnyte Employee Communities (EECs) support representation and inclusion across our diverse workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.
Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of [email protected]. Egnyte will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact [email protected]. To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.
Skills Required
- 3+ years of customer-facing experience or equivalent
- Experience managing customer relationships at a software or SaaS company
- Proactive approach with demonstrated capability to identify and mitigate risk
- Experience working across multiple internal teams to resolve customer issues quickly and effectively
- Excellent communication skills (writing, listening, phone)
- Team player capable of high performance and flexibility in a dynamic environment
- Ability to work US EST hours on a daily basis
Egnyte Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Egnyte and has not been reviewed or approved by Egnyte.
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Healthcare Strength — Medical, dental, and vision coverage are described as comprehensive, with added services like virtual care, advocacy/concierge support, and wellness memberships. Feedback suggests the overall health package is robust and clearly documented for the current plan year.
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Leave & Time Off Breadth — Responsible/unlimited PTO, paid holidays and sick time, and flexible hours are prominently offered. Paid family leave for birth and non-birth parents is explicitly provided.
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Wellbeing & Lifestyle Benefits — Perks include gym, cell phone, internet and commute reimbursements, various discounts, and a free personal account for life. Feedback suggests these lifestyle benefits meaningfully round out total rewards.
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The Company
What We Do
Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 17,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.
Why Work With Us
We’re a collaborative and team-driven community — looking for people who are passionate about what they do and are interested in driving a new way of doing business. We’re a creative, driven team of people who strive to make great products that solve real problems.
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