Customer Success Manager

Liferay Atlanta , GA 30301

Posted 3 months ago

About You and this Role

We are looking for an individual that combines a true customer-first mentality with a proven background in managing subscription software solutions. The Customer Success Manager works as a trusted advisor with a portfolio of highly strategic accounts, focusing on customer health, adoption, expansion, and renewal. Additionally, the CSM maintains relationships within the Liferay ecosystem, including our Support, Sales, Product Management, and Marketing teams, to ensure only best-in-class experiences for our valued customers.

The expectation and the measurement of each CSM's success is subscription renewals, product and project expansion, and an overall increase in customer satisfaction. Responsibilities are broad and vary based on customer needs, as is typical with this role. At the most fundamental level, a CSM ensures that customers' goals and expectations are identified and met by providing them with guidance, insight and resources, all with unflagging enthusiasm. The most qualified candidates will display exceedingly high interpersonal skills, have experience managing enterprise software customers, show an uncanny knack for saying the right thing at the right time, offer flawless writing and speaking skills, and an attention to detail. An excitement for the role and the team at large is a given.

Key Objectives

  • Manage the post-sales relationship with highly strategic Liferay customers

  • Develop customer success plans, identifying business goals and success measures, and driving achievement of key milestones.

  • Serve as a customer's trusted advisor, lead delivery of all customer inquiries, non-commercial account needs, and escalations.

  • Maintain an up-to-date knowledge of the Liferay suite of products and frequent releases by working cross functionally and across departments

  • Work to identify and/or develop upsell opportunities

  • Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite

  • Develop videos and written use cases based on experiences gained during customer engagements.

  • Present and demo at with customers as well as at industry and Liferay events.

  • Meet defined regional, individual, and team-based Customer Success team targets

  • Ability to travel domestically and internationally, up to 25% of the time.

Required Qualifications

  • Minimum 5 years of proven customer success, sales and/or consulting experience

  • Professional experience supporting enterprise on-premise and/or SaaS software and services

  • Excellent organization, project management, and time management skills

  • Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite

  • Superior verbal and written communication skills

  • Exhibit exceptional interpersonal skills and professionalism

  • Ability to thrive in a global distributed organization across various time zones

  • Willingness to travel on a flexible schedule, based on customer location. Estimated travel is 25%

  • Meet defined regional, individual, and team-based Customer Success team targets

  • Bachelor's degree or equivalent practical experience

Preferred Qualifications

  • Enterprise software experience in selling or customer success; implementation roles such as BA or Business Consultant

  • Previous Customer Success Management experience, portfolios above $3M a plus

  • Experience in project management or software development

  • Experience with business applications, such as Microsoft Office, Salesforce, Tableau, Jira, and Slack

  • Graduate degree in related field a plus

About Liferay

Liferay is a uniquely profitable open source software company with 850+ fiery-eyed employees scattered across the known world. Our flagship product is Liferay Digital Experience Platform which companies like HP, Barclays, and Coach use to build great web experiences for their customers and employees. Along with making cool software, we have a greater-than-profit vision that fuels us. We give employees 5 days paid off to volunteer at charities they're excited about and we donate a portion of our profits to various charities around the world each year. Oh, we're also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run.

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