Customer Success - Sr. Customer Success Manager

Job Description

Sr. Customer Success Manager 👩‍💻

Tray.io empowers anyone to do more, faster by harnessing automation with the leading, low-code general automation platform.

With the Tray Platform, citizen automators throughout organizations can easily automate complex processes through a powerful, flexible platform, and can connect their entire cloud stack thanks to APIs. With Tray Embedded, our customers are able to accelerate their integration roadmap and take their businesses to the next level.

Your mission

We’re looking for a Sr. Customer Success Manager to join our growing Customer Success team. As a Sr. Customer Success Manager (CSM) are responsible for owning the customer relationship. As a Sr. CSM, you will report to the Head of Customer Solutions and Innovation. Ideally, you have prior experience as a Customer Success Manager or a similar role.

What you will do

• You will own a customer portfolio and build strategic relationships with key customer stakeholders to become their trusted advisor
• You will develop innovative and scalable strategies for driving product adoption
• You will provide best practices and technical product expertise
• You will achieve a target renewal rate, with quarterly and annual goals
• You will develop business value realization plans to increase customer lifetime value and ensure renewal
• You will identify key opportunities for new uses cases + account growth
• You will identify, document, triage, and track issues to ensure resolution in conjunction with Customer Success, Support and Professional Services
• You will gather and socialize product feedback to inform engineering, sales, and marketing decisions

About you

• You have a Bachelor’s Degree or equivalent work experience
• You have 7+ years of experience in the software industry
• You have previous experience as a consultant, customer success manager, technical account manager or similar role.
• You have a technical background, and experience with APIs, common query/programming languages like SQL, JavaScript, and Python — IPaaS experience preferred.
• You work well cross-functionally and have the ability to build relationships with other leaders and teams .
• You are inherently motivated, results-focused, maintain a strong bias toward problem solving, thoughtful action, and repeatable and scalable processes.
• You have the ability to translate business goals, objectives, and strategies into technical plans and solutions.
• You are a highly skilled communicator and storyteller that can easily switch between technical and executive audiences
• You are adaptable and willing to flex between consultancy, project management, and support, as needed.

Our Team Will Fully Support You To Do Your Best Work

Our team is humble but fiercely ambitious people, who take immense pride in what they do. We work in a culture built on friendship, transparency, and above all, looking out for one another. The heart of Tray.io is made of generosity and trust. It is a community built on individual interactions between people who think differently; who are always available to help, to answer questions, and to empower. You'll have endless opportunities to learn and grow in a fun, fast-paced, and open environment. We love to achieve things that haven’t been done before.

We Believe In Diversity And Equal Opportunity

We believe that in building diversity we build strength. We encourage all to apply, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.