Job DescriptionWhere you'll work: remote US, EST or CST time zonesCustomer Care and Success at GoToAt GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.The Sr. Customer Success Manager works proactively with our larger value customers and in close connection with GoTo’s sales, renewals, marketing, and inbound care teams to ensure valuable customer engagement and long-term success. You are a super project manager with excellent consulting skills and passionate about helping customers gain maximum value from GoTo’s IT & Remote Solutions. You will drive successful outcomes for our customers throughout their lifecycle with a focus on onboarding, expansion, risk mitigation, retention, and overall value realization. You serve as the trusted point of contact, helping ensure optimal leverage of the product and its best practices towards customer's business goals, thinking outside the box for ways customers can increase business value and achieve their desired outcomes. Your Day to DayAs a Sr. Customer Success Manager, you would be working on:Develop excellent customer relationships to drive ROI, growth, retention, and maximum satisfactionManage onboarding and implementation, including training and account planning, reducing time to first use and time to benefit while aligning to customer goals and executionNavigate customer’s organization to deepen relationships with key decision makers and expand sphere of influence to drive maximum impact, as well as lead business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problemsBuild strong and effective relationships with Sales & Renewal partners to jointly represent GoTo as a unified Account Teams and identify incremental opportunities within and across other business units; works closely with Sales to pursue and winGather product feedback and customer needs and recommends improvements to Product Teams, ensuring customer needs are heard throughout GoToConducts and participates in delivering Live Training and Webinars for Customers and participates in Beta testing of both new and existing products/featuresWhat We’re Looking ForAs a Sr. Customer Success Manager, your background will look like:Customer-obsessed – what we do revolves around the customer!5+ years’ experience in a B2B or SaaS customer-facing role and Bachelor’s degree or equivalentProficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com, Gainsight Success PlatformExcellent customer relationship skills: ability to penetrate, grow and retain accounts, build relationships, and quickly spot and communicate potential risks and issuesFamiliar with IT, Remote Solutions, Service Desk, AI software, and Integrations and tech-Savvy: loves technology, learns, and adopts quickly, sharing this passion with customersSolutions Oriented: a natural critical thinker to troubleshoot and solve complex problems in a fast-paced, changing environment through creative, innovative, and inquisitive actionsAt GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally.Annual Base Salary Range: $73,500.00 - $122,500.00The above shows our ranges from minimum to maximum. Your compensation will be determined based on your location, experience, and the pay of employees in similar positions. You will also be eligible for a variable pay component and benefits.
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