Customer Success Manager

As a Customer Success Manager, you will be responsible for high-level relationship management and you will act as the client liaison during delivery of Mission Cloud services. You are responsible for client satisfaction, maintaining client communication and the overall management of the client relationship. You will also grow the client relationship by identifying new business opportunities.This position is 100% remote with up to 10% travel.
Responsibilities

• Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
• Ensure customer contractual requirements are met
• Present Success Plans to showcase Mission Cloud's service value and discuss customer concerns or opportunities
• Facilitate customer renewal and customer concession negotiations to ensure long-term adoption of Mission Cloud services
• Be a customer advocate with Mission Cloud internally; represent customer interests to the Mission Cloud team and bring customer feedback to Service Delivery and Product
• Troubleshoot and provide solutions for customer issues and escalations, including discussing billing, invoices, and Mission Cloud services, escalating as necessary
• Facilitate cross-departmental communication about customer issues, including calls with leadership
• Identify cross sell/up sell opportunities, present on new or upcoming services to customers, and ensure correct teams are engaged
• Track customer satisfaction and take steps to reduce the risk of churn; help support Mission Cloud's overall Net Promoter Score (NPS)
• Maintain knowledge of current Mission Cloud services; understand how services work and how they interact with each other
• Keep CRM system updated to illustrate engagement levels and Mission Cloud's value add

Requirements

• Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
• Experience working in customer success or a related function, such as B2B sales and account management, especially in technical consulting or SaaS industries preferred
• Experience being a customer advocate in a high-growth business environment
• Experience managing customer agreements including renewal cycles as well as cross-sell and upsell opportunities
• Experience giving presentations to internal and external audiences through Google Slides or Powerpoint
• Experience working in a customer service oriented environment
• Ability to travel (less than 10%)
• AWS Cloud Practitioner certification (required within 60 days of employment)

Benefits & Compensation

• Access to health, vision and dental insurance with options 100% covered by Mission Cloud for employee and their dependents
• Flexible Spending Accounts (Healthcare & Dependent Care)
• Generous Paid Time Off (FlexPTO, parental leave, volunteering time off)
• Reproductive health benefits
• 401k matching program
• Life insurance paid by Mission Cloud
• Monthly flex stipend
• Monthly cell phone stipend
• Home office expense benefit
• Employee Resource Groups

Placement within the range is determined by a variety of factors, including but not limited to knowledge, skills, and ability as evaluated during the interview process. The compensation range for the base salary of this role is: P3 $75,000 - $110,000
Commitment to Diversity and Inclusion
We are committed to diversity and inclusion. We value every individual's unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one's authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates.
Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
Use of Artificial Intelligence (AI)
Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices.
About Mission Cloud
Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission Cloud's team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.