Customer Success Manager - East

Overview

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. www.cyara.com

Why you should join us

Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. We offer a flexible work environment, competitive compensation and a results-oriented, fast-paced culture while maintaining a family-first, team-oriented, and positive atmosphere.

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We’ve built our business on four essential values: Deliver Excellence, Innovate Boldly, Integrity First, Embrace Curiosity.

DEIB and Values

Cyara’s Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work. Our commitment includes evaluating and enhancing our policies, practices, and culture to align with our DEIB principles and ensuring a discrimination-free environment where individuals are evaluated on merit and abilities regardless of legally protected statuses.

Cyara’s Values Statement: Our values shape everything we do. Delivering Excellence by putting the customer first and collaborating globally; Innovate Boldly; Integrity First; Embrace Curiosity by empowering experimentation, learning, and growth.

Role and Responsibilities

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
• Understand the value of Cyara to the customer and articulate that through measurable ROI back to key stakeholders and executives
• Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
• Act as a program manager throughout the entire customer journey including professional services engagements
• Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
• Build adoption and value plans with customers to set a long-term vision for success and growth
• Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
• Act as an escalation point when things are not going to plan
• Organize and host regular client check-in meetings, onsite visits and Executive Business Reviews
• Coordinate and manage client special requests & projects
• Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
• Travel may be required from time to time

Your Skills / Expertise

• 5+ years of experience in a Customer Success Role
• Strategic mindset with experience managing large, multinational accounts
• Able to negotiate large, complex renewals to secure long-term contracts with standard uplifts
• Can have strategic conversations with and confidently present to senior customer executives
• Able to act as a quarterback to leverage internal resources to deliver customer outcomes
• Demonstrated background in developing and managing commercial relationships
• Proven track record of meeting and exceeding targets
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Strong program management skills
• Strong analytical skills / ability to identify patterns and spot trends
• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
• Knowledge of testing, the software development lifecycle desirable
• Bachelor's degree in a related discipline is desirable

You Are

• Organized
• Process-driven
• Shows initiative
• Customer Focused
• Articulate and confident
• A communicator
• A problem solver

Location & Work Model

This is a remote role, preferably based on the East Coast or in Eastern Time.

What we offer

Competitive compensation, a flexible work environment, and a team that values diversity, inclusion, and growth. This role involves occasional travel as needed to serve our enterprise customers.

Application

Cyara is a leader in CX; apply through the Lever posting.

Notes

Agency applicants are not accepted outside of Cyara’s Agency Portal.