Customer Success Manager

Position:

Customer Success Manager

Description:

Reporting to the Director of Customer Engagement, the Customer Success Manager (CSM) is a key individual leading the long-term success of Adaptive Planning, the leading provider of on-demand, corporate performance management (CPM) solutions. This position requires a high level of creativity and customer sensitivity as you work autonomously to develop repeatable programs to increase customer satisfaction.

This position is a “farmer”. You will execute (and contribute to improving) programs designed to drive customer renewals, add-on software and services sales by increasing customer satisfaction and product usage. You will become the owner of a territory of this key segment of the business as you manage the renewal process for an ever expanding number of subscription-based customers. You will generate new opportunities from referrals. You will lead sales cycles, including coordinating demonstrations, preparing quotations and estimates for add-on software and services and final closing. You will also provide as-needed support for the pre-sales, services, and marketing organizations.

Essential Functions and Responsibilities:

• Own customer renewal process to include:
  -Accurate documenting, forecasting, and reporting of the renewal status for assigned accounts including the number of licenses, length of subscription, and expected revenues.
  -Identification of at-risk renewals and process creation to address issues.
• Drive increased customer satisfaction by providing:
  -Proactive monitoring and tracking of strategic accounts.
  -Development of proactive customer contact strategy to ensure accounts have a timely and complete understanding of Adaptive Planning’s products and offerings.
• Market and sell add-on products and additional user licenses to existing customers.
• Scope add-on services including model modifications and updates for existing accounts.

Additional Responsibilities:

• Provide customer information and marketing materials to support customer marketing efforts.
• Provide overflow support for Presales by delivering product demonstrations.
• Provide as needed support for Services projects.

Minimum Qualifications:

• Excellent organizational skills
• Strong knowledge of accounting and finance
• Able to communicate internally and externally through email and phone calls
• 3+ years of experience working directly with customers in a sales or services role
• 5+ years of experience working with a CRM application (preferably SalesForce)
• Willingness to learn and take on additional responsibilities when presented or uncovered

Location:

SF Bay Area or Major East Coast City

Compensation:

Base + Options + Benefits

Contact:

Qualified applicants should submit their resume and a cover letter highlighting their experience to the company via email at jobs@adaptiveplanning.com. Please include the words “CSM11” in your email subject line.