Customer Success Manager

Customer Success Manager

About BackBox

As the leading Intelligent Automation platform, BackBox is changing the way organizations manage and monitor their Security and Network infrastructure. Offering a single, centralized solution to manage all security and network devices, the BackBox solution automates all operational activities including orchestration, backup, recovery, asset management, security audits and capacity optimization for over 180 technology vendors ensuring an improved security posture by enhancing operational efficiencies,

infrastructure reliability and visibility while reducing overall risk.

As a global organization with representation around the world, BackBox supports customers within every major geographical region and industry, resulting in exposure to a variety of environments and unique customer requirements.

What you’ll be doing:

As a Customer Success Manager, you will be the primary point of contact for our customers and partners. You will develop and cultivate relationships where your role is to ensure customers and partners are connected to our product, our employees, and the world class processes needed to deliver a consistent, predictable engagement with high quality. You will work with your customers and BackBox employees to ensure your customers’ issues are resolved, they are receiving periodic product updates, and they receive the best possible service throughout their journey.

Your duties and responsibilities include:

• Understand customer outcomes and lead them through their journey to ensure Customer Lifetime Value
• Guide new customers through the onboarding process until the customer is fully on-boarded
• Build value for customers with BackBox’s platform and educate on features not already used by accounts
• Interact with our customers via email, phone, or chat to understand their needs and priorities
• Proactively keep clients engaged and informed based upon success plan; build client relations
• Identify expansion opportunities to generate additional revenue (upsell/cross-sell) that may arise during the renewal management cycle
• Interact with BackBox employees to ensure our processes and communications with our customers are efficient and their needs are being addressed
• Drive Account Health and build Account Plans that drive the customer’s business outcomes
• Proactively identify issues that may impact an upsell, retention, or renewal and engage all available resources to resolve the issue in a professional, coordinated manner

How success will be measured:

• Customer expansion, retention, renewals, churn, and upsell opportunities

We’re looking for:

• 3+ years of customer success experience, preferably in the network administration market or at a SaaS company
• Outstanding verbal & written communications and strong listening skills, particularly in the technical network IT environment
• Outstanding interpersonal and service orientation skills, demonstrating a positive, can-do attitude
• Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
• Previous experience with Salesforce
• Bachelor’s degree preferred

Where you’ll be working

All our roles are remote in the U.S. unless otherwise specified.

Why BackBox?

If you thrive working in a small company, growth environment and you are passionate about helping customers and companies solve problems, we look forward to hearing from you! BackBox is an incredible place to share and grow your expertise! You’ll work with talented people who are passionate about building a company by which all other companies are measured. We are a company comprised of experienced individuals and proven leadership that is looking to take BackBox to the next level.

If you have what it takes, please submit your résumé and cover letter to BackBox. Please note BackBox is currently not accepting third party resumes.

EEO Statement

BackBox is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. BackBox is also committed to compliance with all fair employment practices regarding citizenship and immigration status.