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Sr. Customer Success Manager

US HQ - Needham, MA · Full-time

About The Position

Introduction 

Silk, the database supercharger, is looking for a Sr. Customer Success Manager (CSM). At Silk, we are rewriting the rules of the cloud, together. Our product is unique and so is our culture. Every employee has a voice, is passionate about technology and plays a role in our success. As a team, we are collaborative, fun-loving disruptors. Creativity, collaboration, and camaraderie empower us. We’re Silk, and what we’re doing here is incredible. Come join us. 

 

About Silk 

Silk is the leading platform to quickly move mission-critical data to the cloud and to keep it operating at performance standards on par with even the fastest on-prem environments. Silk works with global enterprise companies and cloud providers to ensure a seamless, efficient, and smooth migration process, followed by unparalleled performance speeds for all data and applications in the cloud. The platform makes cloud environments run 10x faster and the entire application stack is more resilient to any infrastructure hiccups or malfunctions. Silk has offices in Israel and is headquartered in Needham, MA. For more information, visit https://silk.us/

Responsibilities

About the Role 

While Silk is rewriting the rules of the cloud, our new Sr. CSM can help us rewrite the rules of Customer Success!

The CSM will be an advocate and trusted advisor for our customers, who are some of the most well-known enterprises in e-commerce, healthcare, retail, FinTech, and more. 

The CSM will be dedicated to helping the customer fully realize the benefits of Silk’s solutions and services, while driving customer satisfaction and retention within a defined set of accounts. 

 

Primary Responsibilities 

  • Onboard new customers 
  • Drive customer satisfaction and solve problems: Proactively manage assigned accounts, ensuring customers are following best practices, seeing the value in Silk, identifying potential risks/opportunities, and work with customers on their renewals and expansions of Silk’s solutions. 
  • Manage customer knowledge: Ensure assigned accounts are updated in Salesforce, interaction with customers is tracked, and technical information is accurately recorded. 
  • Manage customer relationships: Use low and high touch methods and tools to communicate with your assigned customer base. 
  • Promote Customer Success activities: Evaluate tools to help Silk’s Customer Success team better communicate with customers at scale and improve the efficiency of CSM position. 
  • Promote customer’s needs: Work cross-functionally with multiple technical and business teams and customers. 
  • Promote Silk’s added value: Work with Product and Marketing to educate customers on upcoming product releases, industry updates, and new threats. 
  • Customer’s Project Management: Partner with Sales, Professional Services, Customer Support, Marketing, Finance, Engineering and Product Management to drive overall customer satisfaction. 

Requirements

What we are looking for from you... 

  • Highly motivated to quickly learn Silk’s products, the CSM role and add value to the Customer Success team. 
  • A customer-first approach OR a customer-first mindset 
  • General technical knowledge/skills/interest in Public Cloud solutions (Azure, GCP, AWS) 
  • Strong verbal (phone), written (email), and visual (presentation) communication skills in English. 
  • Ability to prioritize and organize multiple tasks while under pressure. 
  • 3+ year of Customer Success role covering enterprise B2B accounts with a successful track record of meeting or exceeding goals 
  • Experience in commercial discussions with B2B customers 
  • Experience using Salesforce - advantage. 
  • Experience with CS tools such as Totango, Gainsight, ChurnZero – major advantage 
  • Excellent interpersonal skills, with a positive mindset and sense of humor. 
  • Ambition to build and re-design a CS workflow that enables exponential growth 

About Silk

Silk is an Equal Opportunity Employer and provides extensive benefits including:  

  • Competitive salary and benefits (medical, dental, vision, 401k, savings and spending accounts, Employee Assistance Program, company-paid disability and Life and AD&D Insurance)  
  • Equity options at hire and potential for additional based on performance  
  • Flexible hours, with the expectation that you overlap the main part of the day to serve our customers, meet deadlines, collaborate with colleagues and attend key meetings.  
  • Unlimited paid time off  

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.   

  

Silk does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. (Research shows that women and people from underrepresented groups only apply to jobs if they meet all of the qualifications. However, no one ever meets 100% of the qualifications. Silk encourages you to break that statistic and to apply. We look forward to your application.) 

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