Customer Success Platform Manager

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
Extreme Networks

Extreme Networks

Extreme Networks is a global leader in cloud-driven networking solutions, delivering innovative services to optimize network infrastructure and user experiences.

IT Services
1K-5K
Founded 1996

Description

  • Manage and maintain ChurnZero configuration, including custom fields, automated playbooks, alerts, and dashboards.
  • Build and manage digital customer journeys, lifecycle stages, and tech-touch programs that automate outreach.
  • Ensure accurate data synchronization between ChurnZero and integrated systems such as Salesforce and product analytics tools.
  • Configure and iterate on ChurnScores to provide predictive indicators of account health.
  • Lead internal training for Customer Success Managers on platform updates and best practices to drive adoption.
  • Create performance dashboards to track key metrics such as Net Retention Rate (NRR) and Net Promoter Score (NPS).
  • Gather business requirements from stakeholders and convert them into system requirements and user stories.
  • Execute system and integration test scenarios and support business owners with user acceptance testing.
  • Stay current with technology platform updates, industry best practices, and emerging trends.
  • Share knowledge and best practices with the team.

Requirements

  • Minimum 5 years of experience with a Customer Success platform, preferably ChurnZero and its core functionalities, including Health Scoring, Segments, and Plays.
  • Strong understanding of SaaS environments and customer success operations.
  • Experience with Salesforce integration and cloud-hosted systems.
  • High aptitude for data manipulation and technical integrations.
  • Bachelor's degree required.
  • ChurnZero or Salesforce certifications are highly preferred.
  • Familiarity with Agile or Scrum methodologies for task management is preferred.
  • Ability to translate data and metrics into actionable customer success strategies.
  • Strong written and verbal communication skills.
  • Sound business judgment with a proven ability to influence others and drive results.

Benefits

  • Remote full-time position.
  • Opportunity to work for a global networking leader with over 50,000 customers.
  • Commitment to inclusion and an inclusive workplace culture.
  • Use of AI-, analytics-, and automation-driven technology in a growing environment.

Interested in this position?

Apply directly on the company website

Apply Now

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