Senior Customer Success Manager
About Interos
Interos is the supply chain risk intelligence company – building the most trusted and transparent supply chains in the world. Our pioneering discovery and monitoring intelligence spans the lifecycle of supply chain risk, enabling faster and more informed threat mitigation. As the world’s first, and only, automated supplier intelligence platform, we continuously map and monitor extended supply chains at speed and scale to protect organizations from regulatory fines, unethical labor, cyber-attacks, and other systemic vulnerabilities. Interos serves a variety of commercial, government, and public sector customers around the world including a host of Global Fortune 500 companies and from within the members of the Five Eyes nations. www.interos.ai.
The Opportunity:
The Senior Customer Success Manager is a high visibility role that plays a vital part in the growth of Interos. This individual is the single point of contact for our customers post-sales and is responsible for customer onboarding and short and long-term customer satisfaction, customer delight by prescriptively leading the execution of client engagements and successfully managing the customer journey.
To perform this role successfully, you need to be a hands-on solution focused individual that can manage SaaS engagements, quickly learn the product, and articulate its business value to customers while ensuring that engagement tasks are planned, executed, and tested thoroughly.
To be successful in our Customer Success organization, all team members will have cross-functional responsibility across Interos to work with other teams and contribute to our company maturity and product. They are expected to be highly “hands-on” with the product.
Essential Functions/Duties:
- Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle; build and maintain multi-level client stakeholder relationships to continuously link Interos deliverables to our customers’ requirements.
- Understand what success looks like to the client, how our solution fills that need, and measure our success against it.
- Work with customers to understand use cases; Immerse yourself in your customer’s industry and business trends to become a trusted business partner and adviser. Work with clients to define and document stakeholder’s business requirements and develop solution strategies
- Proactively develop project plans, manage services staffing, maintain up to date status reports and manage the identification of risks and issues
- Act as an advocate and voice of the customer with internal Interos teams to ensure the customers’ needs are understood and addressed
- Evangelize Interos capabilities and potential within the customer’s organization
- Collaborate with other Customer Success Managers and/or project leads to manage program profitability through aligning activities and resources to strategic account goals
- Collaborate extensively with peers to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations
- Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients
- Ensure a high degree of renewals for a defined customer portfolio by providing education and services related account management; identify account risks and define mitigation plans as needed
- Coordinate with Sales teams in providing insight to customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings
- Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company.
- Responsible for, and assessed on, Client Net Promoter Scores (NPS) for all engagements that align to your assigned industry portfolio.
- Develop and implement Customer Success Initiatives - leverage prior experiences and an entrepreneurial spirit to help us establish new best practices. We want to hear your ideas!
Minimum Qualifications:
- Bachelor’s Degree with 6+ years of Customer Success experience OR equivalent years of experience in a related field or, a Master’s Degree with 5+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting, Project Management or Engagement Management
- Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
- Experience in managing strategic accounts
- Strong interest in technology
- Self-starter and ability to thrive in a fast-paced environment
- Analytical and detail-oriented
- Strong prioritization, organization, and project management skills
- Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
- Strong presentation skills
- Ability to conceptualize new solutions - be creative, not constrained by traditional methods/solutions.
- Ability to work with individuals at varying levels of technical knowledge in a complex environment and resolve issues.
- Ability to initiate and lead conversations with both internal and external teams.
- Comfort in an environment that tests your adaptability and agility.
- Ability to take ambiguous situations and apply a structured framework to get to a shared conclusion.
Preferred Qualifications:
- Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical).
- Ability to manage multiple projects/initiatives to meet predetermined deadlines, setting direction for and ensuring the success of all prospect engagements.
- Ability to function independently, with minimal supervision, setting direction communicating effectively with internal and client stakeholders, and enlisting help as needed.
- Ability to establish friendly, professional, and cooperative relations with internal and external contacts.
- Organizational Skills (strategic thinking, goal setting, business metrics driven, time management, etc.).
Core Competencies:
- Self-starter and ability to thrive in a fast-paced environment
- Analytical and detail-oriented
- Strong prioritization, organization, and project management skills
- Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, VP/C-level executives as well as front line users
- Strong presentation skills
Additional Information
- Location: Arlington, VA or Remote
- Supervisory Responsibility: This position has no supervisory responsibilities.
- Years of Supervisory Exp. Reqd: 0
- Travel Requirements: This position may require up to 25% travel. Frequent travel is outside the local area and overnight.
- Telecommute Option: Yes
- Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.
- Physical Demands: This is largely a sedentary role. Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
- FLSA Status: Exempt
Benefits:
- Comprehensive Health & Wellness package (Medical, Dental and Vision)
- 10 Paid Holiday Days Off
- Flexible Time Off (FTO)
- 401(k) Employer Matching
- Stock Options
- Career advancement opportunities
- Casual Dress
- On-site gym and dedicated Peloton room at headquarters
- Company Events (Sports Games, Fitness Competitions, Birthday Celebrations, Contests, Happy Hours)
- Annual company party
- Employee Referral Program
Notice: Be Cautious of Employment Scams!
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Interos. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that Interos will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, Interos will never send you a check for any equipment prior to employment.
All communication from our recruiters and hiring managers will come from official company email addresses (@interos.ai) or from Paycor (sometimes coming through as “Newton,” a subsidiary). We will never ask for any payment, fees, or purchases to be made by the job seeker, and our interviews are conducted via phone calls and on-camera video meetings (not text-based messaging). If you are contacted by anyone claiming to represent Interos and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at hr@interos.ai.
