Customer Success Manager

DZone’s mission is  to make life better by sharing knowledge. DZone is the knowledge-sharing company! 

We make a software platform that allows customers to manage and share knowledge from a variety of sources in a simple and easy to use interface, freeing them from knowledge silos that prohibit creativity and growth. Our flagship example is our knowledge-sharing site for developers, DZone.com. Over 1 million developers rely on us every day to produce and share excellent content that allows them to achieve success.  DZone.com runs off our flagship software product, AnswerHub!

DZone has helped hundreds of companies, including Amazon, Pixar, LinkedIn, GE, Microsoft, IBM, Epic Games, Splunk, and eBay. We believe that our most important measure of success is their love for our products.  

The Customer Success Manager ensures client success by delivering effective training programs, providing expert analysis and implementation consulting, and collaborating with professional services, sales, finance, and support to ensure resolution of both technical and business problems. The Customer Success Manager (CSM) is responsible for client success and retention for the accounts they are assigned.

As the client’s single point of contact, the CSM manages the defined six point launch process, provides requisite training and coordinates delivery of professional services / custom engineering required to achieve desired launch schedule. Post launch, the CSM maintains a collaborative and ongoing relationship with the client to ensure community growth, achievement of business goals and subscription renewal. 

What You Will Do:

  • Manage the client launch process, providing training and ensure successful community configuration and achievement of agreed launch schedule.
  • Ensure client communities are exhibiting indications of content, user, and traffic growth, that key measures are actively monitored and clients are proactively engaged.  Monitor and report on customer health and drive required action plans.
  • Lead client escalations, ensuring required cross organization engagement, and leading appropriate meeting and communication cadence.
  • Own client subscription retention & upsell opportunities (Capacity, features)
  • Lead client introduction to custom engineering (CE) process, facilitate requirements and ensure successful delivery and checkpoint client satisfaction with the outcome.

Additional areas of contribution

  • Actively participate in Success community, lead webinars, and contribute to process and technical documentation and training materials.
  • Create client-facing presentations

What We Look For:

  • Prior experience successfully managing customer relationships in a Saas business
  • Excellent communication skills, both verbal and written; confident leading conferences, making presentations, demonstrating software, corresponding through email and ticketing systems
  • Practical knowledge of social media and online communities – prior roles managing communities or social media engagement a plus
  • Proficiency with Microsoft office suite including Powerpoint, Word, Excel.  Prior experience with Salesforce and Jira are a plus
  • Strong analytical and problem solving skills including past experiences generating reports and diagnosing performance issues and developing mitigation / resolution strategies.
  • Experience organizing and running effective meetings, resolving conflict, building consensus and effective negotiation.
  • Excellent organizational skills, prior project management experience a plus

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