Job details

Intermediate Customer Success Manager

Absolute is a global cyber-security technology company with an office in Vancouver, BC that makes Security work! We help organizations recover and resume normal operations in the face of security breaches. Absolute envisions a world where security and IT professionals always retain control over their devices and data. We’re the first and only company to offer uncompromised visibility and near real-time remediation of security breaches at the source.

As an Intermediate Customer Success Manager at Absolute, you are front and centre with our customers and their executives, helping them achieve their goals and ensuring value driven engagements. With your passion for technology and a strong customer-focused approach, you work with cutting-edge software to support our customer’s mission-critical applications. Collaborating with all parts of the business including Product Management, Global Sales teams, Technical Support and more; Customer Success acts as the definitive “voice of the customer” within Absolute.

And as a member of our overall Customer Experience team, you are an excellent team player as well as a meaningful contributor that can work independently to resolve customer challenges. Our Vancouver office works a hybrid schedule of 1 day collaborating in the office while trying to find ways to continue learning from each other when we are remote. We are part of a greater team that looks after each other while also building out a unique culture that knows when to acknowledge and celebrate our successes.

Responsibilities:

Be the “voice of the customer” within Absolute and lead the effort to deliver an overall positive customer experience with the Absolute Secure Endpoint product line
Identifying and creating customer success plans with our customers to deliver business outcomes to support the ROI of their partnership with Absolute.
Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
Execute annual engagements with executive buyers, decision makers and key stakeholders by planning and co-hosting strategic account reviews.
Provide product teams with a channel for continuous customer feedback while staying current on new features and advancing technologies.
Focus on net dollar retention by:

- Identifying and mitigating risk on customer accounts and work with account teams and executives to mitigate risk of churn.
- Uncovering growth opportunities in your portfolio through expansions, upsells and cross sells to provide a rewarding customer experience.
Build relationships internally across Sales, Renewals, and Support teams to escalate customer needs and identify expansion and renewal opportunities.
Use data intelligence to identify risk events happening (login frequency, product adoption rate, security settings, etc.) and proactively outreach to customers to resolve.
Become a technical Subject Matter Expert of Absolute and contribute to building new processes and sharing best practices within the larger Customer Success team.
Build relationships internally across Sales, Product and Support teams to escalate customer needs and identify expansion and renewal opportunities.
Work cross-functionally with other internal teams such as Professional Services, Product Management, Marketing, Enablement and Sales to cooperatively drive, maintain, and improve customer health and value perception
Protect the security and privacy of Absolute and its customers to the JD

What You Will Need:

3+ years Customer Success experience within a SaaS high-tech work environment working with enterprise customers – experience with Government, Healthcare, Financial and Professional Services industries a bonus
Exceptional ability to communicate and foster positive business relationships
Strong aptitude for technology with the ability to explain technical concepts and theories to technical users
Team player, that strives to develop win-win situations for customers and colleagues
Strong oral and written communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level
The ability to effectively lead and direct a virtual meeting with a diverse set of attendees
Ability to take initiative, own processes and work independently as required
Experience with CRM tools such as Salesforce and Gainsight
Walked a mile in our customer’s shoes or willingness to become an expert in their field

The OTE pay range for this position is from $83,000 - $93,000 annually; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program.

Why Work For Us:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.

We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.

Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Software accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.

Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel

Average salary estimate

$88000 / YEARLY (est.)

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$83000K

$93000K

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What You Should Know About Intermediate Customer Success Manager, Absolute Software

At Absolute, we’re redefining the world of cybersecurity and we’re looking for an Intermediate Customer Success Manager to join our dynamic team! Based out of our Vancouver office, you’ll be the backbone of our customer journey, ensuring that organizations not only achieve their goals but also thrive while using our innovative security solutions. With your 3+ years of experience in a SaaS environment, you’ll collaborate directly with our diverse customers, ranging from government sectors to healthcare and financial services, ensuring value-driven engagements. Your role will involve creating customer success plans that align with their unique objectives and driving the adoption of our Absolute Secure Endpoint product line. You’ll facilitate strategic workshops and account reviews, acting as the primary voice of the customer, while utilizing a data-driven approach to identify risks and growth opportunities. You'll have the chance to work closely with various teams across Product Management, Sales, and Technical Support to provide feedback and improve our offerings further. Plus, with a supportive hybrid work model, you’ll ensure that every success is celebrated in our culture that prioritizes team collaboration and mutual growth. If you are passionate about technology, love building relationships, and want to help customers secure their work-from-anywhere experience, Absolute is the place for you!

Frequently Asked Questions (FAQs) for Intermediate Customer Success Manager Role at Absolute Software

What does an Intermediate Customer Success Manager do at Absolute?

As an Intermediate Customer Success Manager at Absolute, your primary responsibility is to serve as the voice of the customer and ensure they achieve success with our cybersecurity products. You will create customer success plans, conduct strategic workshops, and collaborate with various teams to enhance customer experiences while driving product adoption.