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Customer Success Manager

US HQ - Needham, MA · Full-time

About The Position

Introduction 

Silk is looking for a 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 gives demanding workloads 10x faster performance on the cloud compared to native cloud alone. The Silk Cloud Platform is a virtualization layer that sits between the underlying cloud infrastructure and customers’ workloads. Without refactoring, workloads such as Oracle, Microsoft SQL Server, and industry-specific applications can move onto the cloud and massively improve user experience. Industry leaders in e-commerce, software publishing, FinTech, and healthcare, trust Silk with their mission-critical workloads to get the ultra-fast speeds their customers demand. Silk is headquartered in Needham, MA. To learn more, visit silk.us. 

Responsibilities

While Silk is rewriting the rules of the cloud, our new 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 

  • Drive customer satisfaction and solve problems: Proactively manage assigned accounts, ensuring customers follow best practices and see the value in Silk. Identify potential risks/opportunities and work with customers on their renewals and expansions of Silk’s solutions. 
  • Manage customer relationships: Own regular cadences with customers and ensure they are progressing with Silk projects. Monitor customer health score and any changes in usage, engagement, and sentiment.
  • Onboard new customers: ensure a smooth handoff from sales to deployment to ongoing success management
  • Maintain customer knowledge in our CSP, Planhat: Ensure assigned accounts are updated, interactions with customers are tracked, and technical information is accurately recorded. 
  • Collaborate cross-functionally: Partner with Sales, Customer Support, Marketing, Finance, Engineering, and Product Management to drive overall customer satisfaction. 
  • Promote customers’ needs: Serve as the voice of the customer and advocate for customer solutions.
  • Promote Silk’s added value: Work with Product and Marketing to educate customers on upcoming product releases and industry updates. 
  • Uplevel the Customer Success team: Bring new ideas and process improvements to Silk’s CS organization. Work on projects that enhance the customer experience and improve operational efficiency. 

Requirements

  • A customer-first approach and mindset 
  • Highly motivated to quickly learn Silk’s products and the CSM role at Silk
  • General technical knowledge/skills/interest in Public Cloud solutions (Azure, GCP, AWS) 
  • Strong verbal (virtual/face-to-face meetings), written (email), and visual (presentation) communication skills in English. 
  • Ability to prioritize and organize multiple tasks under pressure
  • 3+ years in a 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 platforms such as Planhat, Totango, Gainsight, ChurnZero – major advantage.
  • Excellent interpersonal skills, with a positive mindset and sense of humor. 

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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