Customer Success Manager at Auth0
United Kingdom
Customer Success' mission in a nutshell is to make our customer's life easier. We do everything needed to make a customer successful with our products, in all stages of their relationship with us: evaluation, adoption and use. As a Customer Success Manager, you'll be responsible for driving customer success through adoption primarily in strategic enterprise accounts (1:few) and mid market accounts (1:many) through an approach of both depth and breadth activities. Some days you'll be talking tech to developers, other days you'll be proving ROI with CIOs. The outcomes you'll achieve include expansion, renewal and advocacy.
RESPONSIBILITIES

Manage the onboarding of new customers: Executing onboarding program through both directly leading certain activites, such as initial orientation and discovering business objectives, and co-ordinating other key resources such as a technical account managers to deliver deep integration advice or troubleshoot implementation issues.
Serving as the customer's primary point of contact post sale and assuming responsibility for overall customer subscription health through the entire lifecycle, driving customers to achieve their objectives.
Prepare and deliver content to educate customers in both technical functionality and business value.
Monitor customer health trends and execute activities based on risks and opportunities. This could include running a training session on a particular feature, or partnering with a Technical Account Manager to deliver a deep technical workshop.
Build a regular cadence with enterprise customers to review progress of implementation, achievement of goals, provide valuable input and advice and act as the customer advocate - relaying feedback and escalating issues within internal teams at Auth0.
Outcomes you'll achieve include:
Meet portfolio net revenue retention quota through customers renewing subscription and expanding usage.
Driving NPS scores, customer referencability and advocacy.
WE'RE LOOKING FOR

Previous experience in SaaS customer success management, account management or technical account management roles dealing with technical/software dev related solutions.
General knowledge across cloud, web and mobile software architecture.
Exposure to Identity and Access Management (IAM) and Security space.
Excellent listening skills, presentation skills and engaging personality.
Ability to forge and maintain relationships with key customer stakeholders and internal Auth0 stakeholders.
Proven success across project management, process improvement, crisis management, service excellence.
Diligent and organized, willing to get hands on in a fast paced growing company.
Exposure working with a variety of technology stacks including .NET, Java, Node.js an advantage.
Familiar with standard authentication/authorization protocols such as OpenID Connect, OAuth, SAML, LDAP an advantage.