Customer Success Manager

Who We Are

HeadSpin is a global omnichannel digital experience testing platform that helps enterprises optimize application performance with its data science capabilities. With a strong infrastructure availability of real devices across 90+ locations, the HeadSpin Platform enables manual and automated app testing with a wide range of devices, including both screen and screenless devices, such as mobile phones, desktop browsers, media players, audio devices, and even automotive systems.
The Platform has an extensive on-prem and cloud-hosted device infrastructure that uses data science-driven performance and quality of experience analytics to collect over 100+ performance experience KPIs out of the box and provide performance analysis and monitoring across the engineering cycle. The Platform's advanced capabilities enable leading global enterprises to achieve an improved digital experience, faster triage, and cost efficiency.

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About the Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of HeadSpin. As a 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 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. This role will be based in the Seattle, WA area.

What You'll Do

• 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.

What You Need

• At least 5-7+ 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.
• 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.

Salary Range

• The annual salary range for this full-time position is $120,000 - $140,000/year plus bonus, equity and benefits.
• HeadSpin provides a variety of benefits to employees, including health/vision/dental insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and flexible time away.

This role is currently not open to sponsorship.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in Washington. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of HeadSpin’s total compensation package for employees.

HeadSpin is an Equal Opportunity Employer.