Senior Customer Success Manager

The Senior Customer Success Manager at Varicent is tasked with empowering Strategic Customers to truly realize the value of their investment in our solutions. Key responsibilities include facilitating Success Planning Workshops, creating actionable adoption plans, driving product usage, and building strong relationships with Business Decision Makers. This role also involves identifying expansion opportunities and providing oversight throughout the customer lifecycle to ensure they become passionate advocates for Varicent.

To apply for the Senior Customer Success Manager position at Varicent, you should have at least 12 years of experience in business value consulting within Customer Success, particularly for Fortune 100 companies. Additionally, 5 years of experience facilitating Value Realization Workshops is crucial. Familiarity with Sales Performance Management products, such as Varicent or Anaplan, is preferred, along with strong interpersonal skills and a proven track record in customer engagement and change management.

At Varicent, supporting our customers in achieving business value is at the heart of what we do. As a Senior Customer Success Manager, you'll engage clients early in their lifecycle, providing change management coaching, success planning, and implementation oversight. By focusing on the creation of tailored success plans, we ensure customers define their business outcomes clearly, leading to high usage of our products and ultimately driving their success and advocacy.

Varicent fosters a collaborative and diverse work environment for its Senior Customer Success Managers. The culture encourages innovation, teamwork, and personal development, allowing employees to thrive. You will work within a dynamic team that values your insights and approaches, supported by executive engagement opportunities and a strong commitment to customer success.

At Varicent, we believe in the continuous development of our employees. As a Senior Customer Success Manager, you will have access to professional training and coaching resources to enhance your skills in Success Planning and Customer Engagement. Moreover, you'll partner with experienced colleagues to foster your own growth and lead workshops, thereby developing both your leadership capabilities and industry expertise.

When discussing your approach to customer success planning, emphasize the importance of collaboration. Explain how you work with stakeholders to define clear business outcomes and milestones, and how you utilize feedback to adapt and improve the success plan. Highlight your ability to align the plan with the customer's objectives while encouraging proactive communication.

To ensure high product adoption, discuss strategies such as conducting training sessions, regularly checking in with customers to gather feedback, and creating tailor-made adoption plans. Emphasize the value of demonstrating how features align with customer goals and the importance of establishing relationships with key decision-makers to influence usage.

In detailing your change management experience, share examples of how you've supported organizations through transitions, including facilitating workshops and coaching clients on best practices. Highlight your understanding of the challenges presented by change and how you proactively address them to create a smooth transition.

When you describe a specific instance of identifying an expansion opportunity, focus on how you observed signs of potential growth, such as customer feedback or usage data. Discuss your strategic approach to presenting the right solutions and engaging stakeholders to achieve successful outcomes.

As you identify essential skills, focus on strong interpersonal and communication abilities, as well as the capability to foster relationships with stakeholders. Mention strategic thinking, problem-solving, and facilitation skills as critical for successfully navigating customer engagements and driving successful outcomes.

Prioritizing workload is key in such a role. Discuss using project management tools, setting clear objectives, and regularly reviewing progress to ensure that you are addressing high-impact accounts first. Highlight your adaptability in responding to urgent needs or changes in customer situations.

When discussing measurement of success, focus on both qualitative and quantitative metrics. Initiatives such as customer satisfaction surveys, usage analytics, and overall business outcomes can provide insights into the effectiveness of your engagement strategies. This holistic approach helps you understand customers' perspectives and adjust your tactics accordingly.

Discuss what you believe makes Varicent unique, such as its innovative solutions, strong customer focus, and industry accolades. Emphasize your understanding of Varicent’s impact on business performance and how you would leverage these strengths in your role as a Senior Customer Success Manager.

Building relationships is about trust and understanding. Describe your approach to engaging BDMs, focusing on active listening, understanding their pain points, and delivering tailored solutions that meet their needs. Also, emphasize your commitment to continuous communication and collaboration.

Convey your enthusiasm for Varicent’s innovative culture, its reputation in the SPM market, and your passion for helping customers succeed. Discuss how the role aligns with your career goals and how you are excited about contributing to the company's future and impacting its customers positively.