Senior Customer Success Manager

• Ensure the success of our customers
• Manage a group or region of Enterprise/GSI/OEM clients
• Drive adoption and outcomes leading to renewals, expansion, and advocacy
• Partner with clients to deliver predictable outcomes and experiences
• Take responsibility for customer portfolio, customer satisfaction, churn, renewals, growth, and scaling of customer programs
• Be accountable for renewal and upsell customer quota
• Strategic account planning of customer portfolio
• Work alongside Customer Success Solution Architects to maximize adoption and business value of the OpsRamp platform
• Travel to client sites as needed
• Take on additional initiatives and responsibilities
• Deliver and communicate ROI for clients
• Create customer deliverables
• Bring together all workstreams from Shared Services, Education, support, and other engagements
• Closely communicate and collaborate with cross-functional teams
• Represent OpsRamp as a domain and product expert
• Build relationships with key stakeholders
• Own the business relationship with a portfolio of accounts
• Work closely with management, sales, marketing, technical, and product teams to improve the OpsRamp product and processes

• Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent
• 10-15 years of experience in customer success, service delivery, account management, pre-sales, solution architecture, or consulting (Enterprise B2B SaaS preferred)
• Outstanding relationship builder with excellent presentation, persuasion, and communication skills
• Owned and exceeded revenue targets for customer retention and growth
• Managed, maintained, and developed customer relationships within enterprise and matrix organisations
• Helped customers realise a new vision and adopt business change
• Exceptional time management skills
• Creativity and ability to learn and adjust on the go
• Detail-oriented with a passion for technology
• Great teamwork skills and willingness to have fun
• 10-15 years’ experience in IT management (ITOM)/APM fields
• 5+ years’ experience in senior customer-facing positions as a Program Architect or Lead Solution Architect
• Knowledge of infrastructure or systems domain - Compute, Network, Storage, Cloud
• In-depth understanding of infrastructure management and intelligent automation
• Excellent written and oral communication skills, analytical, self-motivated, and quick on-the-job learning skills
• Effectively multitask between initiatives with minimal oversight and provide a positive customer service attitude

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning

• Health & Wellbeing
• Personal & Professional Development
• Diversity, Inclusion & Belonging