Manager, Customer Success - Miami, Florida, United States

Only for registered members Miami, Florida, United States

1 day ago

Default job background
$95,000 - $150,000 (USD) per year *
* This salary range is an estimation made by beBee
About the Role: As a Manager of Customer Success, you will be responsible for ensuring customer health and success across the region. Reporting to the AVP of Customer Success, you will manage a team of Customer Success Managers (CSMs) while working closely with cross-functional s ...
Job description

About the Role: As a Manager of Customer Success, you will be responsible for ensuring customer health and success across the region. Reporting to the AVP of Customer Success, you will manage a team of Customer Success Managers (CSMs) while working closely with cross-functional stakeholders to deliver exceptional value to our customers. This is a hands-on leadership role where you'll be expected to lead by example, actively participate in customer engagements, and provide direct guidance to your team in complex situations. This is a remote position that can be based anywhere within US, requiring up to 25% travel within the territory.

You exemplify these traits:

Curiosity - you have a desire to truly understand our customers' business needs.

Creativity - you can find a sustainable path to yes.

Empathy - you connect at a human level with our customers and you genuinely care

Key Responsibilities:

  • Lead and manage a regional team of CSMs, including setting targets, providing guidance, and ensuring the team grows alongside Cato's accounts
  • Ensure the health, adoption, renewal, and growth of the assigned regional book of business
  • Provide oversight and guidance to direct reports, including all personnel matters
  • Lead and orchestrate Cato's defined post-sales motion in the region
  • Build and maintain strong relationships with key stakeholders at executive and senior levels
  • Influence internal cross-functional stakeholders to drive customer outcomes
  • Structure and price complex renewal and upsell opportunities
  • Monitor and track team and individual performance against goals, conducting regular performance reviews
  • Required Skills and Experience:

  • Experience in Customer Success function, managing people at a high growth SaaS software or technology vendor, ideally in the networking and/or security space. 
  • Experience in running a renewal and upsell business, ideally with quota ownership.
  • Strong business acumen with the ability to independently identify and manage complex opportunities
  • Excellent customer communication and presentation skills, with ability to articulate to different audiences in a concise, professional manner
  • Ability to effectively ask probing questions and identify inconsistencies, complemented by strong analytical thinking and intuition
  • Demonstrated ability to structure and price complex renewal and upsell opportunities
  • Experience in building strong relationships with executive-level stakeholders
  • Proven ability to coach and mentor team members
  • Strong problem-solving skills with the ability to own complex issues through to resolution
  •  Prior Experience:

  • Competency in Cato products and their adjacent technology domains, including understanding of Cato's competitive landscape
  • Background in networking, security, AI/ML platforms or cloud technologies
  • Experience with enterprise SaaS deployment and adoption methodologies
  • Previous experience in the AMER enterprise market
  • Cato provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Health Savings/Flexible Spending Accounts, flexible time-off, paid parental leave and disability benefits. 

    As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

    #LI-MR1



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