Customer Success Manager (Herndon, VA)

CST · Herndon, Virginia
Department CST
Employment Type Full time
Minimum Experience Mid-level

Pexip is growing and strengthening our commitment to Customer Success.  To that end we are seeking a passionate and client-centric Customer Success Manager (CSM) in the Americas.

Pexip is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic practitioners to maintain these results. We believe in enabling people rather than managing them. Working closely with Sales, Sales Engineering, Channel Sales, Operations and Marketing teams, the Customer Success team takes the lead to ensure customers love their Pexip experience throughout their journey. 

The Opportunity:

If you are customer-focused, an effective communicator, organized, self-driven, and a strong team player who is energized by delighting customers then this is the job for you! 

The Customer Success Manager (CSM) will onboard and train new customers and provide non-technical support to existing customers. Serve as the “voice of the customer”, focused on driving customer satisfaction, preventing churn, and introducing additional products and services. The CSM will also help scope and develop process changes, targeted marketing campaigns, and documentation focused on customer education, usage, and adoption. The role will be responsible for specific accounts as well as driving results for the Americas.

The Customer Success Manager will be an individual contributor and a part of our Global Customer Success Team. The role will be preferably based near one of our offices in Herndon, VA or New York, NY.  For the right applicant we can be flexible on location within the United States.

Role and Responsibilities:

Results oriented:

  • Drive towards monthly/quarterly KPI’s, including usage and adoption, renewal rates, customer contact, and more.

Customer Advocate:

  • Serve as the customer's primary voice within Pexip, including into product development, leadership, sales, and operations 
  • Help drive adoption of the Pexip product offerings by the customer base to build “stickiness” and cement long-term value.

Communication is key:

  • Maintain a regular cadence of communication with key accounts
  • Communicate technical concepts to non-technical people 
  • Collaborate with the Pexip sales team on ongoing events and customer opportunities 

Drive renewals, upsells and retention:

  • Own the renewals process. Coordinate Pexip sales, channel partners, and the customer to ensure timely renewals that maximize value to the customer
  • Educate customers on additional Pexip products to increase revenue

Be a team player:

  • Manage cross-departmental customer issues, including billing issues, support issues, etc.
  • Work with finance, sales and operations to complete renewal and restructure contracts. Coordination and communication of daily and weekly reporting to management.
  • Work with Marketing and R&D to ensure customer feedback on features is received and understood

Organized and a clear thinker:

  • Able to effectively prioritize cases based on urgency, impact, and customer need
  • Capable of evaluating multiple resolution paths and making decisions to create the best possible outcomes

Required Qualifications:

  • Have a Bachelor's degree or equivalent experience
  • Have 3+ years relevant experience in customer facing roles doing customer success, customer service, or technical sales.
  • Have a passion for customer interaction, training, and driving adoption of technology
  • Have a proven track record in previous customer-facing roles 
  • Be comfortable in a dynamic atmosphere of a high-growth technology organization
  • Have the experience and sound judgement to plan and accomplish goals
  • Be able to juggle a variety of tasks while working independently as a part of a global team
  • Have experience working with common CRM tools (e.g., Salesforce) and Customer Success tools (e.g., Gainsight, ChurnZero, Planhat)
  • Possess strong verbal communication, written communication, and presentation skills

Desired Qualifications:

  • Have experience within a high-growth technology company
  • Have a track record of success in a role within a technology company that applies an indirect sales model (i.e., sells through a network of value-added partners) where you worked with both partners and customers
  • Have experience working within, or familiarity with, the visual collaboration industry
  • Be energized by the prospect of driving results as an individual contributor, but also open to the prospect of growing into a player-coach as Pexip continues to grow

About Pexip:

Pexip enables enterprises and organizations of any size to deploy and use video-based communication and collaboration. The Company’s portfolio of products ranges from self-hosted software to cloud service video solutions. Pexip provides seamless collaboration between previously incompatible video and audio technologies such as professional video conferencing systems, Skype for Business, Microsoft Teams, Google Hangouts Meet, and WebRTC. Pexip’s software-based meeting platform can also be used as a foundation for service provider offerings.

Pexip has HQ in Oslo, Norway, with main offices in; London - UK, New York and Herndon - US, Stockholm - Sweden, Paris - France and Sydney - Australia, as well as sales offices across the globe.

The Pexip culture builds on a strong foundation of solid values. We are passionate and love what we do. We believe in the power of video communication, and together we work to enable people to communicate better and more efficiently. At Pexip, work is not a place, but a part of your life, and something you enjoy to the fullest. Every day, we are committed to making work simpler, more productive, and more efficient for all our customers.

Pexip is an equal opportunity employer and evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees. Diversity and culture are what make Pexip so unique!


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  • Location
    Herndon, Virginia
  • Department
  • Employment Type
    Full time
  • Minimum Experience