Customer Success Manager

Customer Success Manager

• Full-Time
• Location – Remote/Hybrid

Job Details

Description

Position: Customer Success Manager

Location: Herndon, or open to remote/hybrid VA, DC, MD NC, GA, TX, WA, PA, IL, FL, SC

Job Overview:

The Customer Success Manager (CSM) is a key member of the Exostar Go to Market team. The CSM is accountable for working closely with our customers to deliver world class customer experiences, ensure clients are realizing the value they expect from the Exostar platform, and that they are fully operationalizing our product(s) into their business. The Customer Success Manager will work with the Head of Customer Success and other Go to Market leadership (sales, solutions consulting, onboarding, and professional services), and key stakeholders in product, technical support and operations, to ensure that our customer’s needs are being met. The Customer Success Manager will be a leader and key contributor to our Go to Market team and bring a sense of urgency and passion to all customer engagements.

Your responsibilities:

• Working directly with assigned customer accounts to realize value from their respective Exostar solution(s) resulting in revenue renewal and expansion contract closings.
• Maintaining an in-depth understanding of assigned customers' operating processes to support their ongoing usage within their respective Exostar solutions, and recommend new products and services for expansion.
• Maintaining a list of prioritized open items and working with internal stakeholders at Exostar to drive resolution, while providing ongoing updates to the customer.
• Delivering ongoing operational reviews with assigned customer accounts to discuss open support items and review case metrics.
• Working with the services delivery teams to ensure we are executing on our services delivery engagements, and our extended support contracts, for those named customers under their management.
• Providing mentorship and training as needed for junior Customer Success team members.
• Supporting development and implementation of any necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness.

Basic Required Qualifications:

• 5+ years of experience in a Customer Success or similar customer-facing role
• Experience managing and closing client renewal portfolios of $3M+ annually
• Experience generating and closing expansion opportunities of $250K or more
• Problem-solving mentality and a desire to see customer issues through to resolution
• Passionate commitment to helping customers be successful
• Strong executive presence and ability to engage with customers at all levels
• Possess the ability to manage and influence through persuasion, negotiation, and consensus building
• Demonstrate excellent attention to detail

Exostar - The Company:

Exostar’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data, we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.

• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and multiple PTO plans

Exostar is an Equal Opportunity Employment Employer.  The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information.  Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.