Customer Success Manager

Customer Success Manager (CSM)

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environmentsfrom on-premises to SaaS to containers to cloud.

We're transforming the software industry. We're Flexera. With more than 50,000 customers across the world, we're achieving that goal. But we know we can't do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we're consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

A Customer Success Manager (CSM) is a cross-functional and natural leader with vast field and practitioner experience in the industry, a record of success leading complex projects, managing people, and delivering business outcomes to their organizations. They are super-charged CSMs that can take care of a complex book of business while inspiring, coaching and pulling up others.

They are the account owner for highly complex and large customers that deploy multiple Flexera solutions from Cloud to On-Premises, proactively managing their portfolio from a value and business objectives conversation throughout the entire lifecycle of a customer.

A Senior CSM will have a clear grasp on their book of business. They know their territory closely, understand the business of IT, and our customer's priorities. They can translate from technical to c-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera's business.

Senior CSMs are also inspirational leaders for CSMs and others in the organization. They dedicate time to pull up their peers, share best practices, and aid in tough situations across the company. They lead transformational cross-functional projects with a big impact on our whole organization.

Responsibilities

• Help our top, strategic customers realize quantifiable value, renew their contracts and become a reference
• Identify the potential risk of churn and develop strategies to mitigate
• Identify expansion opportunities (upsell and cross-sell) for sales to develop
• Act as the account owner to ensure renewal and expansion in coordination with all Flexera functions and departments
• Maximize adoption of Flexera's products and manage customer escalations (technical and business)
• Identify stakeholders at the account and establish relationships
• Proactively drive new value conversations
• Keep the customer informed of relevant news from Flexera (product releases, capabilities, vision, M&A, best practices)
• Own an enablement and development plan for Customer Success
• Lead cross-functional projects of continuous improvement for the company Coach new-hire CSMs for onboarding and ramp-up
• Likely lead a small team

Hiring Requirements

Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local / national laws, policies and / or regulations. Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.