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Customer Success Manager - REMOTE/ Work Anywhere
🌎 worldwide
96d ago

The Global Support Services team is looking for a Customer Success Manager (CSM) to join our team. The role of the CSM is to be a technical/project management expert and trusted advisor to our hosting and enterprise clients. This includes support for complex infrastructure components and configurations such as storage, virtualization, high availability and networking. You will understand the customer’s infrastructure, internal processes, and business needs, and you will resolve all issues that they may have with our Linux-based products. The CSM will work closely with other functions within the company, such as sales (including sales engineering and account management), marketing, product management, development and engineering, as well as to facilitate cooperation with other vendors. A major focus of this role is to increase the speed of deployment – potentially by offering to assist with that function – as well as increasing overall customer satisfaction.

CloudLinux is a global remote-first company. We are driven by our principles: Do the right thing, employees first, we are remote first, and we deliver high volume, low-cost Linux infrastructure and security products that help companies to increase the efficiency of their operations. Every person on our team supports each other and does what we can to ensure we all are successful. We are truly a great place to work.

Check out our website for more information https://www.cloudlinux.com/

As our Customer Success Manager you’ll be responsible for:

  • Serve as the main post-sale technical contact for assigned customers and partners (OEM, resellers)
  • Increase “stickiness” of customers (high renewal rates) through expert assistance throughout deployment roll-out; decrease time to start to upsell, with the assisted deployment of purchases with larger enterprise accounts
  • Understand the business goals of your customers, and be able to guide them on future adoption
  • Maintain an awareness of potential upsell opportunities with each assigned customer, and work with Account Management on such opportunities; develop and document standard process for engaging Account Management
  • Learn and understand the unique internal infrastructure of your customers, and how they use the products
  • Manage any support emergencies that may occur for your assigned customers, including coordinating all necessary internal resources and communicating regularly with the customer throughout the emergency, and following up with a root cause analysis
  • Ensure that assigned customers are able to maximize the value of their products and services
  • Remain knowledgeable and up-to-date on all Company offered products and services
  • Provide actionable “Voice of the Customer” information through proactive interactions with assigned accounts; including proactive communication with customers who provide positive feedback, in order to “package” this feedback in a way that can be used for marketing/sales purposes


To be successful in this role you should have:

  • Previous experience with relevant technology stack, e.g., enterprise Linux
  • Minimum 3 years of experience with a combination of technical and customer-facing tasks – preferably as a senior technical support engineer, system administrator or network architect – and a desire to embrace and develop both
  • Ability to manage and grow existing enterprise customer relationships by providing an excellent customer experience
  • A self-starter with a “can do” attitude, but also a team player willing to go above and beyond standard job responsibilities
  • Ability to effectively manage and prioritize your tasks according to their importance and urgency and deal with a large amount of communication
  • Exceptional verbal, written, organizational, presentation, and communications skills (including English language skills)
  • Detailed oriented and analytical, with strong technical and problem-solving skills
  • Share our values, and work in accordance with those values
  • Experience supporting the TuxCare, CloudLinux and Imunify product sets a plus


What's in it for you?

  • A focus on professional development;
    • Training reimbursements
    • Mentor programs
    • Knowledge-Exchange programs
    • Interesting and challenging projects
  • Flexible working hours
  • Paid one month vacation per year and unlimited sick leave
  • Medical insurance reimbursement
  • Co-working and gym/sports reimbursement
  • The opportunity to receive a reward for the most innovative idea that the company can patent.

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