Title:  Customer Success Manager

Job Summary

We have an exciting new opportunity within our Customer Success Team for a Customer Success Manager who is passionate about delivering exceptional customer experience and has a strong history of driving growth in existing accounts. 

Reporting to Director Customer Success, you will be responsible for preserving and growing subscription renewals for the EMEA/LATAM Geo. This will be achieved through maintaining trusted relationships with our customers, and driving the successful adoption and expansion of our solutions.  Working with the broader sales team, you will identify opportunities to secure new revenue streams for the business and servicing these through their lifecycle. You will play an important role in strengthening our relationship with our key customers. 

You will also maintain close relationships with teams within the Business Unit and act as a customer representative. You will coordinate the delivery of Instaclustr offerings to each client, and keep them informed of developments in Instaclustr’s capability.  

This role required flexible hours to align with a variety of time zones. You may also be required to travel occasionally to represent the company at key events or customer meetings. 

Job Responsibilities

• Achieve revenue growth targets within existing accounts by driving adoption of Instaclustr products, identifying opportunities for growth, and by appropriately managing churn. 
• Account renewals with 100% on time completion. Work with Account Executive on strategy and legal/finance on execution.  
• Forecast revenue changes in your business. 
• Manage the end to end customer lifecycle from onboarding and adoption, to maintenance, expansion and renewals/retention. 
• Maintain close relationships and regular engagement with key stakeholders in assigned accounts to establish Instaclustr as a source of trusted technical advice while uncovering new opportunities. 
• Proven ability to build and maintain close working relationships with cross-functional teams, especially across multiple time zones.  
• Maintain a knowledge of current and future product and service offerings and enhancements, and be able to map these to customer business requirements. 
• Provide ongoing advice on application of Instaclustr’s products and services to maximise customer success and ROI. 
• Develop execution plans for new sales opportunities and maintain and report on revenue forecasts. 
• Monitor customer interactions with Instaclustr, provide an escalation point for any dissatisfaction and negotiate successful resolution of issues. 
• Gather information from customer use cases (including forward looking architecture and technical roadmap) to feed into Instaclustr’s product development roadmap. 
• Represent Instaclustr at technical marketing events and in strategic customer situations. 

Job Requirements

• 4 years minimum in customer success, technical pre-sales, account management, consulting or similar roles. 
• Experience working with corporate enterprise customers and a proven ability to build strong relationships with stakeholders at all levels. 
• Experience negotiating and closing renewals. 
• Good understanding of Cloud platforms (AWS, GCP, Azure). 
• A high "get-it" factor - an ability to understand and communicate complex problems and ideas. You can communicate effectively with both technical and non-technical teams and can empathetically understand customer requirements. 
• Exceptional interpersonal and communication skills. 
• Energetic, resourceful and a creative thinker. 
• Bachelor's Degree with a technical or business focus preferred.