Manager, Customer Success (Central/West)

Job Description

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world. We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact. As part of our rapid growth, we’re looking to expand our Customer Success leadership team. The Manager, Customer Success will help lead, develop and grow a team focused on the health of customers within Confluent’s Southeast region. Successful candidates will drive a high performance, high accountability culture to meet and exceed adoption and retention goals. We are seeking candidates who have a passion for using data and creative thinking to drive constant improvement to Confluent’s processes and customer engagements. An ideal candidate will be an advocate for their teammates and their customers alike.

Responsibilities:

• Directly oversee a team of Customer Success Managers. Engage in weekly 1:1’s to coach, mentor, and assist CSMs to measure, promote, and maintain high levels of customer health and adoption.
• Accountable for success metrics and retention of a defined account base across the Southeast USA region.
• Tracking and consistently reducing time to value for new customers with Confluent products.
• Identifying and driving constant improvement in Confluent’s internal processes for managing critical customer concerns. Advocating for customers internally.
• Forecasting renewal metrics to the Director, Customer Success and Regional Sales leadership.
• Ensuring a team of CSMs have all resources needed to be successful in their daily workflow.
• Collaborating with sales, support, marketing, and other field teams on addressing issues which may be impeding customers’ success with Confluent products and expansion of use within an account.
• Continuously work to improve and scale the Global Customer Success organization by sharing process frameworks, tools, and best practices that can be easily adopted to increase organizational development and efficiency.
• Partnering with leaders in the Customer Solutions group to ensure aligned post-sales accountability.

What We Are Looking For:

• Strong people manager and mentor. Thrives in motivating a distributed team.
• Must believe cultivating in a “one team” collaborative atmosphere.
• 10+ years’ relevant experience in Account Management, Sales, Customer Success. 5+ years in leadership.
• Open, growth mindset and high degrees of self accountability, fostered in a face-paced, high growth, dynamic environment.
• Experience forecasting renewal rates against a large Enterprise book of business.
• Strong executive presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders.
• Strong customer centric mindset. Awareness of customer journey framework with the ability to prescribe ideal outcomes and guide customers along the path.
• Experience identifying risk and running mitigation plays against customer churn. In tandem, proactively crafting structures to ensure risk does not become a pattern across a base of accounts.
• Contract negotiation experience with ability to provide timely recommendations and drive decisions for mutually beneficial outcomes.
• Enterprise technology aptitude.

Come As You Are At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company. Click here to review our California Candidate Privacy Notice , which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees. #LI-Remote Apply for this job