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Customer Success Manager

MacStadium

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Technology
  • Post Date: 07/10/2024
  • Website: macstadium.com
  • Company Address: 3525 Piedmont Rd NE, Building 7, Suite 700, Atlanta, GA, 30305

About MacStadium

MacStadium is the leading provider of enterprise-class Apple Mac infrastructure-as-a-service providing scalable, reliable, and secure private clouds and dedicated servers for workloads that require macOS.

Job Description

Meet MacStadium. We build cloud solutions to simplify Mac for business. We actively participate in and influence the Apple ecosystem in a cool way and have been a part of it since day one. Developers and end users at leading tech companies, big enterprises, and small teams rely on MacStadium’s innovative solutions every day. We have a passionate team of hard working, hard playing professionals with a big, shared vision. Come join us as we grow again!
 
What we need:
Are you passionate about ensuring the success of customers? Do you thrive in a dynamic, fast-paced environment and excel at building strong relationships with your customers? If so, we're looking for you to join our team as a Customer Success Manager at MacStadium.

As a Customer Success Manager (CSM), you will be responsible for maximizing MacStadium’s value to our customers through your ability to ask questions and learn about your customers’ business goals and objectives.  This role plays a crucial link between customers and the internal cross functional teams to ensure the customer’s journey with MacStadium’s products and services solves their problems and work towards desired outcomes in achieving their company goals. The ability to build and maintain strong relationships with customers will be an important skill for this role. 

This position is incredibly important as we are working with some of the biggest names in tech by providing mission-critical infrastructure for a variety of use cases that require Mac compute. The person filling this role will build deep relationships with MacStadium’s most important customers, and recognize opportunities to solve problems through our growing set of products and services. 

This position is a part of our Revenue team, reporting to the Director – Sales and Customer Success, and the preferred location is in Atlanta, GA.
 
MacStadium's current U.S. office locations are in Atlanta, GA and Las Vegas, NV. While it is ideal to have this position located in close proximity to one of our offices, we are open to filling the role remotely outside of the states of Georgia and Nevada (within the United States) for the right candidate. For remote applicants outside of Eastern time zone, working hours will coincide with Eastern time zone hours.

What you will be doing:
1. Relationship Management: Develop and maintain strong, long-term relationships with key stakeholders in customer accounts. Act as the main point of contact for customer inquiries, escalations, and account management.

2. Account Growth and Expansion: Identify opportunities for account expansion by understanding customer needs, pain points, and growth plans. Collaborate with sales and product teams to propose tailored solutions that address customer requirements including cross-sells and upsells.  

3. Retention and Renewals: Proactively monitor customer satisfaction and engagement levels. Identify potential risks to customer retention (i.e. churn) and implement strategies to mitigate them. Work closely with customers to ensure timely renewals and drive expansion opportunities.

4. Advocacy and Feedback: Serve as a customer advocate within MacStadium, representing the voice of the customer in internal discussions. Gather feedback on our products and services and relay it to relevant teams for continuous improvement.

5. Customer Education: Educate customers on MacStadium best practices, industry trends, and new features to help them maximize the value of our services. 

6. Metrics and Reporting: Track key performance metrics related to customer success, including customer satisfaction scores, NPS, retention rates, and expansion revenue. Prepare regular reports and presentations to communicate insights and recommendations to internal stakeholders.

What skills and experience you need to have:
- Associate’s or Bachelor's degree in business, marketing, communications, or a related field; or equivalent experience. 
- Excellent communication, negotiation, and interpersonal skills.
- Strong problem-solving abilities with a focus on delivering exceptional customer experiences.
- Familiarity with SaaS/cloud technologies and the ability to quickly learn and understand technical concepts.
- Ability to work independently and collaboratively in a dynamic, fast-paced environment.
- Experience in sales, customer success, account management, or a similar client-facing role is preferred.
- Experience working with enterprise customers is a plus.

What you will get:
Day one benefits. Coverage starts on day one. We offer competitive medical insurance, health and dependent care spending accounts, health savings account, disability insurance, and company paid and voluntary life insurance.

Balanced life. We offer employees generous paid time-off policies, parental leave, holiday schedule, and a flexible work environment; MacStadium understands life also happens outside of work. Did we mention free company swag?

Solid future. Beyond competitive salary and 401(k) matching, MacStadium offers continuing education, professional development, and wellness reimbursements.


For California, Colorado, and Illinois applicants, the compensation range for this role is $65,000 to $85,000.

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