Technical Customer Success Manager

Customer Success · Los Angeles, California
Department Customer Success
Employment Type Full-Time
Minimum Experience Experienced
Compensation A competitive salary and benefits package are offered with this role.

About Cylynt:

Cylynt is a leading developer of anti-piracy and license compliance technology. We are an innovative company in the scaling-up phase that has already established itself as the preferred supplier to industry leading enterprise software companies.  With comprehensive software telemetry and SaaS based business intelligence solutions, our technology allows customers to track unlicensed corporate usage of their valuable software and convert unlicensed corporate users into paying customers.


Position Summary:

Cylynt is seeking an experienced Technical Customer Success Manager to join our growing team in the United States. This position is key to ensuring that our customers maximize the value they get from our products, and that we consistently exceed our customers’ expectations. If you are looking for an exciting new challenge, and are customer oriented and tech-savvy, then this is the job for you.

The position requires a minimum of 5 years experience in a similar customer facing role. You must possess a combination of customer success skills, technical and business acumen, as you will engage with multiple different stakeholders within our customers’ organizations.    We are looking for someone who enjoys applying his/her customer success and technical skills to a role that offers an opportunity to make an impact on customers’ overall success.

 

 

Core Responsibilities:

As a Technical Customer Success Manager, you will be the trusted advisor and coach responsible for the ongoing success of customers throughout the relationship.


New Customer Onboarding:

  • Manage the transition of new customer relationships from Sales and lead the onboarding phase;
  • Be willing to learn how to execute on the software integration aspect of onboarding;
  • Nurture new customers through each step of the onboarding process – answering questions, educating new users; and
  • Work with the business and technical teams to ensure that customer requirements are delivered.

Customer Adoption:

  • Champion product adoption by customers;
  • Develop success plans for new customers that outline critical success factors, metrics for success, potential issues, and provide recommendations; and
  • Ensure that customers understand the product capabilities, how to use our technologies effectively and maximize the return on their investment.

Ongoing Customer Satisfaction:

  • Ensure our customers’ ongoing satisfaction with our products;
  • Work with customers to set goals and schedule periodic business reviews to discuss achievements against goals;
  • Keep customers informed of new product enhancements;
  • Lead technical upgrades to new product versions
  • Monitor new customer adoption of products;
  • Recognize expansion opportunities and work jointly with Sales to develop the opportunity; and
  • Report to management on customer adoption of product, highlighting accounts with issues, and proposing solutions.



Required Skills and Experience:

  • A minimum of five years in a similar customer success role within a software company;
  • A passion for delivering customer success;
  • Ability to work cross functionally to advocate for customer needs;
  • Ability to communicate and collaborate effectively in a geographically dispersed working environment;
  • An aptitude for learning the technical delivery aspects of onboarding and upgrades;
  • Strong English verbal and written communication skills are essential;
  • Excellent presentation skills. Comfortable interacting with a broad range of customers, partners, and colleagues;
  • Professional commitment to high quality;
  • Passion for learning new skills;
  • Detail-oriented individual; and
  • A strong team player with the ability to self-manage day-to-day responsibilities.


Additional Technical Skills:

Experience in a combination of any of the following

  • C Programming experience;
  • Familiarity with Visual Studio and other compilers;
  • Knowledgeable about Java, .NET, C++, Python; and
  • Working knowledge of encryption, multi-threading, debugging environments.


Educational Requirements:

  • Bachelor’s degree (Computer Science related) preferred or equivalent experience.

 

Authorization to work in the United States is required.

This is a work from home position, unless the candidate is located near Cylynt’s US headquarters in Los Angeles, CA, in which case the candidate will have the option to work from that office.

Cylynt is an equal opportunity employer who supports diversity and is committed to creating an inclusive environment for our employees. 


A competitive salary and benefits package are offered with this role.

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  • Location
    Los Angeles, California
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
  • Compensation
    A competitive salary and benefits package are offered with this role.