Sr. Manager, Enterprise Customer Success

About Recast:

Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices. Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.

About the Role:  

Recast Software is looking for a Senior Manager, Customer Success to lead the exceptional Enterprise Customer Success team and program. You’ll recruit, hire, train, and empower a team of CSMs while constantly optimizing processes towards stronger customer satisfaction, deeper product adoption, and higher renewal rates. In this player/coach role, you’ll also maintain your own small customer portfolio of our largest and most strategic customers; ensuring every customer receives the value and seamless experience they expect from Recast. 

What You'll Do:

• Lead a growing team of Enterprise Customer Success Managers. Invest in professional development and career growth while building a culture of curiosity, empathy, and excellence. 
• Directly manage relationships with the company’s top few strategic accounts, serving as their primary point of contact and advocate within the organization. Driving customers towards more value, more usage, and an expanded product suite.  
• Exceed revenue goals and metric targets. Partner with the Account Management team to renew and expand customer contracts. Hold yourself and your team accountable to the goals of timely renewals, expanded product usage, and strong customer advocacy. 
• Partner with the Executive Leadership to shape and execute the overall vision and strategic plan for customer success in service to company priorities. Defining internal and external project plans while communicating milestones and risks up and across the organization. 
• Own the end-to-end customer experience. Identify trends and recurring problems across customers to build and deploy scalable playbooks to make the customer experience seamless and delightful for all customers. 
• Serve as a staunch advocate for the needs of our customers across the organization. Work closely with cross-functional peers in Sales, Enablement, Onboarding, Product, and Engineering to champion our customers and advance their interests. 
• Work with Recast systems for the creation, management, and tracking of customer information. 

What You've Done:

• 7+ years of relevant work experience within SaaS or relevant technology space. 
• 5+ years of relevant work experience in customer facing roles managing 7-figure accounts. 
• 1+ years of experience managing a highly functioning and growing team.
• Proven track record of managing and growing large, strategic accounts with a focus on customer satisfaction and retention. 
• Proficiency in Salesforce or similar CRM tool.
• Proficiency in Gainsight or similar Customer Success platforms.

What Stands Out:

• Experience working in a software company with more than 250 employees or over $100 million in annual revenue. 
• Relevant work experience within IT, Systems Administration, and the Microsoft ecosystem.
• Strong problem-solving skills. A drive to discover what's not working and motivation to fix it. 
• A focus on data and processes. Consistently moving towards understanding what's happening and optimizing what's next.
• Highly accountable and self-motivated, comfortable owning projects from conception to follow-through.
• Excellent communication skills across mediums and audiences. 
• Strong working knowledge of the Windows desktop and server operating systems.

What you bring: 

• You take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.

• You get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.

• You work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.

• You embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.

• You choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

What We Offer: 

• The salary range for this position is $125,000-$164,000. This role include an additional incentive compensation based on a 75/20 split commission plan. Salary may vary based on experience, skills, and geographical location. 

• Medical, dental, and vision

• FSA or HSA with company contributions 

• Employer paid STD, LTD, AD&D and life insurance 

• 401k with 4% employer match

• Work-life balance, flexible time off, and remote work options

• Parental leave

Why we love working at Recast:

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people-first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work. 

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.