Customer Success Manager

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry.  We’re Flexera.  With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team.  Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans?  Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

A Customer Success Manager (CSM) is a cross-functional and natural leader with vast field and practitioner experience in the industry, a record of success leading complex projects, managing people, and delivering business outcomes to their organizations. They are super-charged CSMs that can take care of a complex book of business while inspiring, coaching and pulling up others.

They are the account owner for highly complex and large customers that deploy multiple Flexera solutions from Cloud to On-Premises, proactively managing their portfolio from a value and business objectives conversation throughout the entire lifecycle of a customer.

A Senior CSM will have a clear grasp on their book of business. They know their territory closely, understand the business of IT, and our customer’s priorities. They can translate from technical to c-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera’s business.

Responsibilities

• Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
• Identify the potential risk of churn and develop strategies to mitigate
• Identify expansion opportunities (upsell and cross-sell) for sales to develop
• Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
• Maximize adoption of Flexera’s products and manage customer escalations (technical and business)
• Identify stakeholders at the account and establish relationships
• Proactively drive new value conversations
• Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
• Own an enablement and development plan for Customer Success
• Lead cross-functional projects of continuous improvement for the company Coach new-hire CSMs for onboarding and ramp-up

Hiring Requirements

• An outcome-driven individual with a customer-centric mindset
• 5 years of experience working in leadership positions of IT for a Fortune 1000 company, OR Experience in a Strategic Customer facing role for an Enterprise IT Software company 
• Proven ability to maintain strong customer relationships and proactively grow them
• Ability to work with cross-functional teams and facilitate communication between technical and commercial teams
• Self-starter, independent thinker, active learner
• Recognized and successful practitioner understanding of the business and language of IT Strong executive communication skills (persuasion, conflict resolution, conciseness, diplomacy, negotiation)
• Experience exercising these skills remotely is a plus 
• People management experience
• Comfortable leveraging CRM and CS software like Salesforce and Gainsight as tools of effectiveness
• Successful project management experience with budget ownership
• Understanding of Software and SaaS licensing models. Security and service management is a plus