Manager, Customer Advocate

Our customer advocate team is passionate about driving relationships with our customers to achieve maximum value from their New Relic solution. We are looking to add a Manager, Customer Advocate to manage a team of Customer Advocates and help us continue to deliver on our mission!

This role is responsible for managing a book of customer accounts, delivering high net retention, renewing contracts and upselling. Success needs to mitigate churn by cross-selling or upselling and contribute to company revenue goals. In this role, you will lead and strengthen your team, while working closely with other customer-facing teams such as Sales, Support and Services. We need this person to combine both strategy and execution to ensure our customers achieve maximum overall value while building trusted customer partnerships.

What you'll do

• Lead the post-sales process for our largest and most strategic customers, with a focus on account and value realization planning, user and product adoption, satisfaction and ensuring high retention.

• Contribute to thought leadership and standard methodology, both internally and externally, around business transformation.

• Evangelize expansion and paid services opportunities in order to accelerate customer value.

• Track accounts to identify early risk factors, and develop and implement risk mitigation plans.

• Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Engineering, etc.

• Maintain & gain knowledge of the technologies supported by New Relic.

• Craft reusable materials that will continually improve the efficiency of customer value realization, adoption, and expansion.

• Direct your team to develop strategic implementation plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals.

This role requires

• BS/BA degree, applicable certification or equivalent related experience required.

• 8+ years demonstrated experience desirable plus the knowledge, skills,and abilities outlined above.

• 2-4 years people management experience.

• Background of post-sale and sales experience

• Previous customer enablement and training experience

• Previous SaaS and enterprise software experience

• Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies.

• Deep understanding of Customer Success metrics and how to measure them

Bonus points if you have

• Detailed experience and knowledge of SaaS software development, deployment, and maintenance practices

• Strong understanding of value drivers in recurring revenue business models

• Ability to learn and adapt quickly in a high-growth, dynamic environment

• Shown experience working with cross-functional teams to provide the best possible experience for customers

• East coast time zone with access to airport for travel