ABOUT RECAST:

Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices. Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.

ABOUT THE ROLE:

Recast Software is looking for a Senior Manager, Customer Success to lead the exceptional Enterprise Customer Success team and program. You’ll recruit, hire, train, and empower a team of CSMs while constantly optimizing processes towards stronger customer satisfaction, deeper product adoption, and higher renewal rates. In this player/coach role, you’ll also maintain your own small customer portfolio of our largest and most strategic customers; ensuring every customer receives the value and seamless experience they expect from Recast.

WHAT YOU’LL DO:

• Lead a growing team of Enterprise Customer Success Managers. Invest in professional development and career growth while building a culture of curiosity, empathy, and excellence.
• Directly manage relationships with the company’s top few strategic accounts, serving as their primary point of contact and advocate within the organization. Driving customers towards more value, more usage, and an expanded product suite.
• Exceed revenue goals and metric targets. Partner with the Account Management team to renew and expand customer contracts. Hold yourself and your team accountable to the goals of timely renewals, expanded product usage, and strong customer advocacy.
• Partner with the Executive Leadership to shape and execute the overall vision and strategic plan for customer success in service to company priorities. Defining internal and external project plans while communicating milestones and risks up and across the organization.
• Own the end-to-end customer experience. Identify trends and recurring problems across customers to build and deploy scalable playbooks to make the customer experience seamless and delightful for all customers.
• Serve as a staunch advocate for the needs of our customers across the organization. Work closely with cross-functional peers in Sales, Enablement, Onboarding, Product, and Engineering to champion our customers and advance their interests.
• Work with Recast systems for the creation, management, and tracking of customer information.

WHAT YOU’VE DONE:

• 7+ years of relevant work experience within SaaS or relevant technology space.
• 5+ years of relevant work experience in customer facing roles managing 7-figure accounts.
• 1+ years of experience managing a highly functioning and growing team.
• Proven track record of managing and growing large, strategic accounts with a focus on customer satisfaction and retention.
• Proficiency in Salesforce or similar CRM tool.
• Proficiency in Gainsight or similar Customer Success platforms.