Customer Success Manager
Devo is the only cloud-native logging and security analytics platform that releases the full potential of your data to empower bold, confident action. With unrivaled scale to collect all of your data without compromise, speed to give you immediate access and answers, and clarity to focus on the signals that matter most, Devo is your ally in protecting your organization today and tomorrow. Headquartered in Cambridge, Mass., Devo is backed by Insight Partners, Georgian, TCV, General Atlantic, Bessemer Venture Partners, Kibo Ventures and Eurazeo. Learn more at www.devo.com
Devo is proud to be recognized as a Great Place to Work®.
You will be joining what is on track to be a best in class global Customer Success team responsible for helping Devo’s customers realize business value through effective implementation and adoption of our products and services. You will serve as the customer’s conduit into Devo and will be responsible for aligning internal resources to ensure a great customer experience. You will be tasked and measured on your ability to drive customer retention and renewals, foster expansion, and promote advocacy within your customer base.
What you will do:
As a Customer Success Manager, you will drive retention and growth by proactively engaging Devo’s most strategic customers understanding their desired solution use cases and business outcomes, and ultimately ensuring their success.
Based on the deepening knowledge you’ve acquired about your customers, drive and execute “plays” through each state of the customer journey (including onboard, adopt, expand, renew, and advocate).
Collaborate with the broader Devo team to ensure successful onboarding and implementation of the initial and all follow-on solution acquisitions consistent with your customers’ use cases.
Ensure best in class customer experience by working with your manager and key internal stakeholders to develop and enhance business processes and systems.
Establish a proactive cadence with key stakeholders in your accounts to ensure your customers are perceiving a high degree of value from our solutions along with a deepening partnership with Devo. This partnership development includes building highly effective relationships with key stakeholders including economic buyers/c-suite, security and SOC leaders, and solution users.
Proactively monitor, identify and manage trends in customer usage to identify opportunities and risks . Run appropriate plays to expand adoption, capture opportunities and mitigate risks.
Successfully position, quote and close customer renewals and expansion opportunities to ensure you meet and exceed Gross and Net Revenue Retention quarterly and annual targets, as well as other targets as defined by Sales management.
Maintain timely and accurate renewal opportunities in Salesforce and forecasts to management.
Identify and nurture new opportunities in collaboration with Regional Sales Managers to drive new expansion, cross / up-sell, services and education revenue in your accounts.
Be a productive team member in working with your Technical Account Manager(s), Support, Cloud Ops/Engineering and Product teams to ensure timely updates and resolution of high impact technical and performance issues as well as feature requests resulting in a positive customer experience.
Proactively identify to your management and broader Devo account team any ‘at risk’ customers based on customer usage trends, relationships, organizational and business changes, etc. Work collaboratively with Devo’s team to develop turnaround plans to maximize retention.
Represent the voice of the customer to inform our marketing, sales, and product strategy
Identify and promote opportunities for your customers to act as Devo advocates (e.g. testimonials, case studies, new sales references, etc.)
Staying engaged with marketing on upcoming events and inviting the key stakeholders and power users in your accounts.
Act as a subject matter expert and mentor to other Customer Success Manager team members