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Customer Success Manager-Multiple US Locations

Customer Success | Portland, OR | Full Time

Job Description

Have you always dreamed of being a part of a world-class team, but haven’t quite found a culture that truly understands what this means? Janrain, an Identity Cloud service provider, has built a culture that is a magnet for top talent – a culture where innovation, intellectual honesty, and team camaraderie are more than core values.  Janrain is on its way to becoming the largest digital identity network in the world, with the need to expand its team with people who have an insatiable appetite for success with the team in mind. That’s where you come in. If you are looking to work in a fast-paced, highly collaborative environment focused on leading edge technology, then we should talk. We are looking for an energetic, enthusiastic, well-organized team player to join our team! If you are passionate about working with large enterprise customers to achieve unprecedented levels of business success, this may be the role for you.

Job Summary

Our Customer Success team advises and guides a wide variety of clients, ensuring they launch Janrain successfully, adopt it widely and are continually driving business value and account expansion. Janrain CSMs are in the business of building genuine and authentic relationships with our clients. We do this by working closely with our clients to discover their business needs and challenges and then coach them on the best ways to use Janrain to solve them. The Customer Success role is operationally intensive. We work with customers and cross-functional teams in real-time to investigate and address business and technical questions in order to quickly clear the path for client success.

Our CSMs leverage a proactive and strategic approach to ensuring our clients derive maximum value from their Janrain purchase. CSMs provide their input into Customer Success/Account Plans, QBRs and account reviews helping our clients to identify areas where they could improve their use of Janrain or to uncover new uses for Janrain.

Responsibilities

  • Oversee lifecycle processes/touch points, including executive sponsor program, QBR process, “listening” points (e.g. on usage, NPS), and others

  • Create standard presentation materials for lifecycle plays (weekly cadence calls, QBR’s, EBR’s, CAB/CAG)

  • Identify opportunities for continuous improvement of the internal processes, playbooks, lifecycle and opportunity for ‘technical’ touches

  • Drive true value for customers, based on outcomes, adoption and the leveraging identity across the customer stack

  • Outcome focused and data driven, an analytical professional looking for opportunities to deeply understand our customers’ objectives and become a trusted right-hand advisor

  • Determine how to define, drive, and demonstrate the value (ROI) delivered

  • Personally manage escalations, and follow a methodical escalation process to execs

  • Help foster company-wide culture of Customer Success and create a company-wide customer feedback loop, championing the voice of the customer

  • Utilize Company Tools (SFDC, JIRA) etc.

Alignment with Sales

  • Align with Sales on renewal and up-sell strategy and focus on selling with a retention focus

  • Give feedback to Sales and Marketing on prospecting approach

  • Ensure smart hand-off

Metrics

  • Gross dollar renewal rate (similar to Net Renewal Rate)

  • Add-on or cross sell opportunities; closed Customer Success Qualified Leads (CSQL’s)

  • Habits / product adoption metrics

  • Tracking On-boarding and additional deployment’s

  • NPS

  • Cost / ARR ratio (inc staffing, T&E)

  • Sales of Premier Support & Success

Requirements:

  • The qualified candidate will have a Bachelors degree in Business, Computer Science or the equivalent and a minimum of  3-5 years experience of progressively responsible experience within a relevant Customer Success function. Experience should include client relationship development or customer program management for a technology company

  • High accountability.  You take ownership and drive a sense of urgency

  • Deep business knowledge and job/domain experience

  • Experience with innovative, technology-rich products and services; pushing capabilities beyond the industry pace

  • Strategic and tactical, creative and disciplined. Can excel at both the big picture and teasing the story out from data analytics

  • Many stakeholders are technical, a broad understanding of internet technologies, security standards, governance and the marketing technology landscape would be an immediate benefit

  • Demonstrated skills with managing complex customer accounts where there are multiple stakeholders selling into the account.

Perks:

If you enjoy working for an innovative and rapidly growing company with a clear mission apply today! We are located in a brand new office in the vibrant Pearl District in Portland, Oregon.  You will enjoy free public transportation passes, bike storage, showers, stocked kitchens and monthly happy hours to socialize with your colleagues and celebrate our successes . In addition, Janrain offers a generous benefit package to take care of you and your family  which includes medical, dental, and vision coverage, paid time off, 401K, life insurance and disability plans and stock options.

To apply for this position, please send a resume and cover letter to:   http://janrain.com/about/careers/

Position Type:    Full-Time/Regular

You must be authorized to work in the United States

To all recruitment agencies: Janrain only accepts agency resumes from agencies with an approved agency contract. Agencies must contact Human Resources. Please do not forward resumes to our jobs alias, Janrain employees or any other company location. Janrain is not responsible for any fees related to unsolicited resumes.

Janrain is an equal opportunity employer. Employment here is based solely upon one’s individual merit and qualifications directly related to professional competence. We don’t discriminate on the basis of race, color, religion, national origin, ancestry, pregnancy status, sex, age, marital status, disability, medical condition, sexual orientation, gender identity, or any other characteristics protected by law. We will also make all reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws.