Replicon is looking for a passionate, energetic, and results-oriented individual to join our team as a Manager for the Customer Success Management Team. At Replicon, our mission is to continue creating the most user-friendly, fast changing, and future ready time tracking platform and our Customer Success team sits at the heart of this goal. The ideal candidate will have a strong mix of relationship management, strong analytical, strong business, sales, and technical skills. This is a highly cross-functional role, and you will collaborate with engineering, sales, and professional services to drive process, create solutions, and make Replicon a world class customer centric organization.

Responsibilities :

- Manage a team of Customer Success Managers & lead them to deliver outstanding experiences that drive strong retention of accounts that would lead to renewals, adoption of Replicon products

- Optimize the end-to-end customer lifecycle

- Partner with cross functional teams to ensure renewal and expansion opportunities are identified successfully

- Ensure that a clearly defined customer success plan is in place to expand product adoption and grow the relationship

- Drive new business growth by generating advocacy and customer references

- Identify growth opportunities and close upsell/cross sell deals to grow the book of business

- Measure effectiveness of Success programs through metrics, dashboards, and operational reviews

- Ensure that account issues are resolved quickly by leveraging or escalating to resources from across functions and working closely with the respective teams

- Promote a customer-centric mindset across the organization and align initiatives across cross-functional teams

Qualifications :

- 3+ years leading teams of CSMs/AMs in hi-tech software/security Industry working with mid-market/enterprise clients

- Overall, 8 to 10 years of client facing experience in SaaS, Product based company, customer success management or similar roles

- Executive level interpersonal, project management, communication, and problem-solving skills

- Experience scaling a team in a fast-growing SaaS Product company or other similar organization

- Executed win-win negotiating strategies to maximize renewal value while enhancing customer relationships

- Identify potential growth accounts and upsell/cross sell Replicon's solutions to expand the account base

- Experience working with mid-market/enterprise accounts to identify and solve challenging business problems

- Comfortable in a fast-paced and ever evolving environment

- Experience using Salesforce or other customer relationship management solutions is a plus

- Willing to work in North American (PST) shift.

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