Customer Success Manager

AnswerHub (www.answerhub.com) is committed to empowering software developers around the world. Our mission is focused on building the communities where developers and tech professionals learn, share and collaborate, so that, together we connect the world’s digital innovators. Recognizing that developers and tech professionals sit at the hub of innovation in many different kinds of companies, we offer solutions that drive knowledge sharing, foster communities for collaboration, and facilitate learning and growth.

AnswerHub is actively seeking an experienced Customer Success Manager for our business unit that will ensure our customers’ success using AnswerHub to solve their business needs. Working closely with our software sales and product teams, you’ll be responsible for owning customer relationships, knowing our customer’s goals and creating and executing plans to help customers meet these goals, and understanding product best practices, features, and configurations. This position is a highly strategic role that is responsible for driving adoption of the AnswerHub software solution in our top tier enterprise customers and to assist Sales in identifying growth opportunities to expand AnswerHub’s footprint in these accounts, while demonstrating the value and benefits to enterprise customers.

You will need strong communications skills to drive and accelerate mutual success with our top tier enterprise customers, key partners and internal stakeholders in a cross-functional environment. You will be executing against and reporting on agreed Customer Success metrics and you will be constantly looking for ways to innovate and engage to accelerate enterprise customer adoption and drive ROI and solve our customers’ struggling moments with your assigned accounts. You will need to be adept at developing and sharing best practices with your Customer Success peers and AnswerHub colleagues as you will be part of a dynamic and collaborative team that is critical to AnswerHub’s vision and strategy moving forward.

What You’ll Do:

The Senior CSM is charged with driving adoption of the AnswerHub software solution in our top tier enterprise customers and to assist Sales in identifying growth opportunities to expand AnswerHub’s footprint in these accounts, while demonstrating the value and benefits to enterprise customers. This will require you to understand the customers’ most critical business goals and struggling moments. In addition, the Senior CSM will be tasked with documenting and sharing enterprise customer best practices with the global team as well as implementing these agreed best practices with their assigned top tier enterprise accounts. Finally, you will be expected to build cross functional relationships within various AnswerHub teams, including Engineering, Support, Sales and Product Management to more effectively support your top tier enterprise customers. Responsibilities include:

  • Establish and manage key customer relationships, conduct gap analysis, report on usage & lead value realization discussions.
  • Establish a common understanding with the customer for the ROI they are receiving from Devada as the agreed community strategy is executed.
  • Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
  • Support retention, account management and ARR and PS growth goals in partnership with Sales teams
  • Leverage knowledge of AnswerHub product capabilities to drive scale and efficiency internally and with customers to promote collective success
  • Ensure proper delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks in the form of quarterly impact reviews.
  • Demonstrate direct business impact by accelerating delivery against agreed customer objectives
  • Own the complete customer lifecycle from onboarding to adoption, and expansion.
  • Strive to continually drive “time to value” and improve overall experience for our customers.
  • Execute complex, large-scale product implementations and related change management activities to Devada largest and most strategic clients.
  • Identify opportunities for upselling and cross selling AnswerHub and professional services.
  • Discover use cases, uncover business need and drive increased adoption.
  • Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience.
  • Leverage the acquired knowledge of the customer to ensure Devada enables the customer to achieve their Business Outcomes through onboarding, adoption, expansion and renewal.
  • Lead campaigns, projects, and initiatives to insure successful implementation.
  • Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
  • Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organizations ability to deliver value to our customers.

What We Look For:

  • Value alignment- you must demonstrate your alignment with Devada’s core values, namely: Assuming positive intent, never stop learning, solving problems thoughtfully, working together and rolling with change;
  • Relevant experience - 8 years of experience in an enterprise B2B account management or customer support/success role, with a min with a minimum of 3 years in a CSM role;
  • Understanding and experience with customer lifecycle - Presales, Onboard, Support, Account Management, Service Management
  • Building relationships - Navigate customer organizational structures to identify and build relationships with executives and key enterprise stakeholders
  • Ability to manage projects - prioritize, multitask, and perform effectively in a highly dynamic work environment
  • Facilitation and follow through - Effective at leading and facilitating executive meetings and workshops with enterprise customers
  • Strong process - proficient at listening, documenting, recommending options and driving action-oriented meetings
  • Process oriented - Strong knowledge of customer facing business processes (Sales, Marketing, Service, Support)
  • Communication - Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialog
  • Tools - Working knowledge and experience with customer success tools – SFDC, Jira, Excel, PPT, etc
  • Technical knowledge - Ability to quickly grasp and distinctly explain technological and business concepts

The successful candidate will have a material impact on how our top tier enterprise customers value their investment with AnswerHub and will be critical to helping leverage their investment in AnswerHub to achieve their business outcomes. You will need to demonstrate the ability to build and maintain strong relationships throughout your assigned accounts to help customers progress on their community building, collaboration and knowledge management initiatives. The successful candidate will be responsible for continuous improvement of enterprise oriented customer success processes, while identifying key adoption triggers and call to actions to drive ROI for customers. The candidate will work collaboratively across the business unit as well as effectively communicate with key stakeholders to drive results for AnswerHub.

Working for AnswerHub

At AnswerHub, “solutions” are in our DNA. Our SaaS solution is used by the world’s most innovative and technically savvy enterprises with the stated goal to enable their software development teams and external product community partners to capture, curate, and share their knowledge and expertise throughout their organization. We’re growing fast, and we are resolute to hire the absolute best people who will make a difference for our company and our customers each and every day. The AnswerHub culture encourages individual creativity, team collaboration where everyone strives towards excellence. We invite you to consider AnswerHub as your next career move to exhibit your passion, self-motivation, intelligence, and curiosity. and adaptability.

What You’ll Receive

  • Competitive base salary
  • Flexible Work Anywhere policy

* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file