Sr. Customer Success Manager - West

This is a Remote Role requiring someone in PST Time Zone

Who We Are

HeadSpin is a unique developer platform that combines data science insights and global device infrastructure to enable companies to perfect their digital experiences during the engineering cycle. HeadSpin platform is present in over 50 countries. Its data science platform has an ability to assess over 130 performance KPIs, analyze root cause of the poor experience issues and recommend solutions to address them. HeadSpin differentiates itself from other testing solutions that only focus on functional or load testing. By using HeadSpin, companies have enhanced their customer experience, reduced time to market and optimized the cost of their digital applications.

About the Role

The Senior Customer Success Manager (SCSM) plays a critical role in the success and execution of HeadSpin. As a Sr. CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

Ultimately, your goal as a Sr. CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

If you have experience with enterprises B2B SaaS technology companies and have 5+ years of experience, we want to talk to you.

What you'll be doing

• Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customers are getting value from our products and services.
• Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products.
• Staying on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.
• Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations.
• Acting as a liaison between product management and the customer with a focus on communicating the HeadSpin innovation roadmap and how the roadmap will influence customer activities.
• Maintain revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer.
• Identifying upsell/add-on opportunities and collaborating with Account Executives.

About You

• At least 5+ years' experience as a CSM or a customer facing role for enterprise SaaS companies
• Prior experience in a Customer Success Manager role handling Enterprise accounts (20k employees or more)
• Proven technical skills. Ability to understand Customer’s challenges and advise on best practices.

• Experience with pricing principles and sales practices in SaaS environments
• Strong ability to create account plans that are tailored to a customer's unique goals and situation
• Skilled at building positive relationships with customers, especially at the Executive level
• Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, and Product Management)
• Excellent verbal and written communication skills, including the ability to chair meetings and host webinars.
• Strong team player but still a self-starter.
• Travel up to 25% to visit customers