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Principal Customer Success Manager

OwnBackup

OwnBackup

Customer Service, Sales & Business Development
San Diego, CA, USA
Posted on Saturday, January 27, 2024

Own is the leading data platform trusted by thousands of organizations to protect and activate SaaS data to transform their businesses. Own empowers customers to ensure the availability, security and compliance of mission-critical data, while unlocking new ways to gain deeper insights faster. By partnering with some of the world’s largest SaaS ecosystems such as Salesforce, ServiceNow and Microsoft Dynamics 365, Own enables customers around the world to truly own the data that powers their business.

It’s their platform. It’s your data. Own it.

The Job

Own Company is seeking a highly motivated and experienced Principal Customer Success Manager to join our Customer Success organization and support Own’s strategic and enterprise customer segment. In this crucial role, you will play a key part in shaping the overall customer experience, working diligently to guarantee that our valued customers derive maximum value from the software and services they have acquired. As a Principal CSM, you are also expected to contribute thought leadership and drive team collaboration with Own’s Customer Success organization and cross functionally within Own. Your commitment to driving differentiated value realization will set new standards for excellence in customer success at Own. Your success will be measured by key performance indicators, including customer retention, renewal rates, upsell, cross-sell, expansion, and customer satisfaction.

Your Day-to-Day Role

  • Customer Relationship Management: Develop and nurture strong, long-lasting relationships with key customer stakeholders; understanding their business needs and
    objectives.

  • Customer Onboarding: Collaborate with cross functional teams to ensure seamless
    onboarding and training for new customers.

  • Customer Outcome Objectives and Success Plans: Collaborate with Account Executives
    and Solution Engineers to understand client business drivers and outcome objectives
    and partner with clients to develop success plans and outline value expectations.

  • Renewal and Retention Management: Proactively manage the renewal process to
    ensure customer retention targets are met and exceeded.

  • Mitigate Churn: Monitor product usage, adoption and customer sentiment and identify
    potential areas of concern and develop mitigation plans, ensuring high customer
    satisfaction and subsequently high renewal rates.

  • Upsell: Identify opportunities for additional licenses, features and services within
    existing Own user accounts and actively lead these efforts to successful closure. Actively
    participate and/or lead the sales process to win these upsell opportunities.

  • Cross-Sell and Expansion: Work with cross-functional teams to identify opportunities
    for selling additional products and services. Partner with customer stakeholders to
    expand Own’s customer stakeholder network to position and win new cross sell and
    expansion opportunities.

  • Customer Advocacy: Identify and recruit satisfied customers to become advocates,
    participate in case studies and user communities, and refer Own solutions to others.

  • Product Expertise: Demonstrate an in-depth understanding of Own solutions, enabling
    you to provide expert guidance and insights on how to maximize the value of our
    offerings.

  • Pre-Sales Support: Provide support to Account Executives during the pre-sales process
    and position Own’s Customer Success framework as a differentiator.

  • Data Analysis: Utilize data-driven insights to monitor customer health, identify trends,
    and implement proactive measures to enhance customer success.

  • Thought Leadership: Demonstrate and inspire thought leadership which drives cross
    functional collaboration, improvements to Customer Success practices and accelerated
    customer value realization.

Your Work Experience

  • 10+ years experience in SaaS or equivalent technology sector
  • 5+ years experience in Customer Success leadership role
  • Proven track record leading customer value-focused Customer Success teams with a
    strong emphasis on monetized ROI and verified value realization practices
  • Demonstrated experience developing traditional CSMs in a SaaS space to highly engaged
    customer focused senior and principal level CSMs and implementing an operating model
    focused on value realization, customer retention and growth
  • Familiarity with Salesforce or other CRM platforms and their data structures
  • Hands on experience with Gainsight as a tool to drive productivity and efficiency across
    Customer Success organizations.
  • Ability to build team morale and collaboration efforts to align to common goals
  • History of leading high performance regional teams
  • Able to operate effectively both independently and within a team
  • Takes initiative, intellectually curious. Demonstrated desire for continuous learning and
    improvement
  • Superb communication and interpersonal skills
  • An empowered, creative problem solver who is passionate about delivering excellent
    customer value
  • Ability to manage influence through persuasion, negotiation, and consensus building.
  • Strong empathy for customers and passion for delivering positive outcomes, revenue,
    and growth
  • Deep understanding of value-drivers in recurring revenue business models
  • Analytical and process-oriented mindset, highly experienced in building and delivering
    impactful presentations to enterprise executives
  • Comfortable with travel to customers (20% of the time)

Important Details

This is a full-time position. The ideal candidate will work out of our San Diego, CA office a minimum of 3 days per week to maximize collaboration and interaction with the business. Travel may be required.

Own is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. Own is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

Learn more at owndata.com.

#LI-Onsite

Important Details

This is a full-time position. The ideal candidate will work out of our San Diego, CA office a minimum of 3 days a week to maximize collaboration and interaction with the business. Travel may be required.

The base salary hiring range for this position is $106,400 to $133,000 The actual amount to be offered to the successful candidate will be dependent upon various factors such as education, training, skills, qualifications, competencies, years of experience, job-related knowledge, scope of the role, and location.

Own is dedicated to creating an environment where employees thrive, which is why base pay is only one part of the total compensation package that is provided to compensate and recognize employees for their work. This role may also be eligible for unlimited PTO, generous medical benefits, a 401(k) savings plan with a 4% employer match, discretionary bonuses/incentives, and stock options. We also offer catered lunches in the office five days a week.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. Own is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

Learn more at owndata.com.

#LI-Hybrid