Customer Success Manager - Enterprise

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:

We are looking for an Enterprise Customer Success Manager to own the relationships of our largest and most strategic customers. You’ll build relationships with key customers and create playbooks to drive the success of this growing segment. With a focus on expanding usage of current and new products within your portfolio, you'll become the expert on your customer's needs and how Recast can best solve them. Serving as the conduit of information between Recast and our customers, you’ll be a pivotal part of our customers’ experience and Recast’s go-to-market team.

The ideal candidate is an empathetic communicator who takes on a customer’s success as their own. You build relationships easily and are comfortable working across departments to get the results you and your customers expect. You are a problem solver at heart, constantly looking for things you can improve (whether that be relationships, processes, or something else) and implementing the solution. You ruthlessly prioritize your time and orient yourself to what will drive the most value across customers and move the needle internally.

Key Role Responsibilities: 

• Become the main point of contact and champion of your customer portfolio; driving customers towards more value, more usage, and an expanded product suite.
• Operate with a bias for action and a customer first mentality with the ability to triage time an effort on the most impactful items.
• Create and build strong trusted advisor relationships with customer stakeholders across IT, Security, and Helpdesk functions to understand and align with business problems across the customer's organization.
• Collaborate deeply with the customers cross-functional teams to ensure that the combination of SCCM/Intune & Recast products is meeting business needs.
• Serve as a Subject Matter expert. Stay current with industry trends and provide proactive best practices for configuration management, patching and deployment methodologies to enhance efficiency and security.
• Maintain a consistent cadence of communication to your customers, deploying various channels (e.g. QBRs, Success Plans, Email, Playbooks) to increase customer retention, revenue growth, and product adoption.
• Manage the renewal process and work closely with the Account Manager to identify opportunities for expansion.
• Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshalling resources across Recast as needed to support customer success.
• Work with Recast systems for the creation, management, and tracking of customer information.
  
  
  

Minimum Requirements:

• 5+ years of relevant work experience in customer facing roles managing 6-figure+ accounts.
• 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, ChurnZero, or similar Customer Success platforms
  
  
  

Preferred Knowledge and Skills:

• Strong working knowledge of the Windows desktop and server operating systems with an emphasis on Modern Endpoint Management
• Experience working in a software company with more than 250 employees or over $100 million in annual revenue.
• Highly accountable and self-motivated, comfortable owning projects from conception to follow-through.
• Comfortable owning and managing complex projects with many stakeholders and high-visibility.
• Strong problem solving skills. A drive to discover what's not working and motivation to fix it.
• Ruthless prioritization skills. Knowing where and when to deploy time and resources for maximum impact.
• Excellent communication skills across mediums and audiences.
• Excitement to work with a highly technical product.
  
  
  

What you bring:

• You take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team
• You get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement
• You work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork
• You embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose
• You choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey
  
  
  

Compensation, Benefits, & Perks:

• The salary range for this position is $85,000-$95,000. Additionally, this role includes incentive compensation of $15,000 annual based on a commission plan. Salary may vary based on experience, skills, and geographical location
• Medical, dental, and vision
• FSA or HSA with company contributions
• Employer paid STD, LTD, AD&D and life insurance
• 401k with 4% employer match
• Work-life balance, flexible time off, and remote work options
• Parental leave
  
  
  

Why do we love working at Recast?

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people-first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work.

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.