Customer Success Manager

About IP Fabric

Join a pioneering force in network automation!

At IP Fabric, we enable people to uncover the truth about their networks. Built by network professionals and industry experts, our innovative solutions are transforming how enterprises manage their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and beyond.

About The Role

Are you passionate about driving customer success and building strong relationships with enterprise-level accounts? We're looking for a dynamic Customer Success Manager to join our team and take care of U.S. clients!

In this role, you'll co-create tailored success plans, proactively engage with customers, and act as their trusted advisor to ensure they achieve their business goals. You'll manage a portfolio of enterprise accounts, advocate for customers, resolve issues, and collaborate with cross-functional teams to deliver exceptional value. If you thrive in a fast-paced environment, we'd love to hear from you!

What You'll Do

Build Success Plans and Drive Outcomes:

• Co-create tailored success plans for enterprise accounts and monitor progress to ensure desired outcomes.
• Manage a portfolio of enterprise accounts, focusing on retention and demonstrating product value.
• Identify opportunities for expansion, upsell, and cross-sell that align with customer goals.

Proactive Engagement and Customer Advocacy:

• Anticipate needs, conduct regular check-ins, and drive QBR processes.
• Serve as the primary contact, fostering strong relationships and addressing potential issues early.
• Cultivate customer advocates, leveraging success stories with sales, marketing, and product teams.

Issue Resolution and Process Set-Up:

• Address and resolve customer concerns swiftly with cross-functional teams.
• Communicate updates, best practices, and resources to enhance customer experience.
• Define and implement scalable processes for customer success.

Data Analysis and Collaboration:

• Use customer data to track trends, health, and satisfaction.
• Collaborate with cross-functional teams, sharing insights for continuous improvement.

Trusted Advisor:

• Build trusted relationships with key stakeholders, providing strategic insights and industry best practices.
• Guide customers to maximize product value and navigate challenges.

What You'll Need

• Proven experience in a Customer Success Manager role, particularly with enterprise-level accounts.
• Strong ability to build and execute detailed success plans that drive customer outcomes.
• Exceptional communication skills with fluency in multiple languages.
• Ability to proactively engage with customers and identify opportunities for growth.
• Demonstrated ability to influence change and collaborate with cross-functional teams.
• Strong analytical skills to leverage customer data and drive strategic decisions.
• Experience in defining and implementing scalable processes within a Customer Success function.
• Ability to establish and maintain trusted advisor relationships with enterprise customers.
• Expertise in providing strategic insights and industry best practices to guide customer success.

Benefits & Perks

• 25 days of paid time off.
• ClassPass Wellness Program.
• Anniversary Rewards.
• Health, Dental and Vision Insurance.
• Employer-matched 401(k) plan.

Join us to experience the unique culture of a founder-led startup, where from top to bottom everyone is hands-on and has a chance to make a tangible impact on influential enterprises worldwide. Being part of IP Fabric means being part of a flexible environment that prioritizes work-life balance and growth opportunities.