Senior Customer Success Manager

SENIOR CUSTOMER SUCCESS MANAGER

About Us

First impressions matter. TaskRay is on a mission to ensure businesses get off to a great start with a flawless customer experience once the opportunity is marked Closed Won. TaskRay is the leader in post-sale work management in the Salesforce ecosystem. We help companies make the transition from sales to customer success frictionless, driving greater efficiencies and creating unmatched customer experiences – all within Salesforce.

Culture is important to us. You must value the following as much as we do:

Connection. Cultivate authentic connections with customers, partners, and each other. We believe in a customer-first mindset across everything we do, continuously learning and focusing on the ‘We’ rather than the ‘I’.

Integrity. We are transparent, sharing information and feedback freely. We infuse every action with honesty, fairness, and respect for customers and colleagues alike. We do the right thing, even when no one is watching.

Hunger. We have high expectations and expect high performance of ourselves and our teams. We constantly look to innovate and improve, unleashing our creativity and persistence to find solutions and deliver exceptional results.

Thrive. We love what we do and bring our best selves to work every day. We show up as real human beings who speak from the heart, value others’ contributions and invest in each other’s growth.

About the Role: 

As a Senior Customer Success Manager at TaskRay, you will play a pivotal role in ensuring the success and satisfaction of our highest value customers. You will be responsible for developing and maintaining strong relationships with key accounts, understanding their unique business needs, and driving the adoption and utilization of our solutions. The ideal candidate is a proactive, strategic thinker with a passion for customer success and a track record of achieving measurable results.

What you’ll do:

Value Realization

• Understand and deliver success for customers based upon TaskRay value drivers and desired business outcomes through established success plans and meeting cadences 
• Schedule, prepare and deliver Business Reviews for customers, with the top priority of proving ROI that leads to retention, renewals and expansion

Relationship Building

• Manage multiple high-value strategic customer accounts and deepen the customer relationship while focusing on and improving adoption 
• Work closely with internal TaskRay teams and leadership to drive results
• Understand your customers’ industry trends, business challenges and current and potential use cases for TaskRay
• With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practices and long term evolution and adoption of TaskRay products and features
• Develop and nurture TaskRay champions within your customer’s organization who advocate for the platform
• Broaden TaskRay buyin within the customer’s organization to ensure there are multiple champions and stakeholders

Success Criteria and Planning

• Develop an understanding of the customers’ business needs and how they achieve success through TaskRay value drivers, initial evaluation and the customers desired business outcomes as they iterate through different states
• Use customer cadence calls and QBR’s/EBR’s to define mutual success plans with the customer and an action plan to execute 
• Define what success looks like with the customer and verify the outcomes
• Run strategic adoption plays to help facilitate customer adoption of existing and new features

Cross Functional Collaboration

• Partner with Account Manager to strategically identify areas of cross-sell/upsell opportunity, ensure retention while limiting churn and contraction mitigation
• Partner with Technical Account Managers to understand customers’ technical needs and assist in driving thought leadership and execution of mutual action plans
• Partner with Product, Marketing and Engineering to advocate for customer feedback

Triage and Risk Mitigation

• Monitor customer usage trends and work closely with Product, Technical Account Managers, and Director to develop risk mitigation plans
• Work closely with leadership on risk mitigation and how company can support our customers’ long term growth and success

Product Knowledge

• Maintain a deep understanding of TaskRay’s product editions and the value drivers associated with each edition and specific feature sets 
• Build high level technical knowledge of TaskRay and aspects of Salesforce to better understand customer needs, opportunities, and risk mitigation 
• Work towards Salesforce Admin Certification

What you bring to the table:

• 6+ years of experience as a Customer Success Manager working with Enterprise level accounts
• 3+ years in a quota carrying sales role with demonstrated achievement of goals
• Proficiency in Salesforce and demonstrated knowledge of the Salesforce ecosystem, preferred
• Experience managing a book of business of $4M ARR or larger, within it requiring intensive engagement and advanced planning
• Demonstrated sales experience and ability to consistently meet and exceed defined goals
• Strong negotiation skills around helping customers identify areas of opportunity and why prioritizing those areas will help them gain value sooner 
• Proven ability to proactively identify areas of risk within customer accounts and work with internal resources, leadership and product to solve for and reduce customer churn risks
• Ability to manage multiple projects/priorities/stakeholders with effective communication, delegation, and follow up
• Ability to think strategically and navigate difficult situations autonomously or with light assistance; this might include resolving conflicts, addressing technical issues, or managing customer expectations during critical project phases
• Demonstrated ability to manage, influence, and build strong relationships with customer stakeholders at all levels within the organization; technical user to C level
• Demonstrated ability to drive solution usage and adoption that align to customers business objectives
• Salesforce CRM and Success Plans building experience, defining desired business outcomes and demonstrating ROI

Compensation

Cash compensation for this role is commensurate with experience. Estimated total on-target earning range is between $112,000-$158,000 annually, comprising an annual salary between $94,000 - $132,000 per year and additional uncapped incentive compensation between $18,000 - $26,000 per year.

Additionally, TaskRay offers highly competitive non-cash compensation including: 

• Medical, dental and vision benefits (99% employer paid for employees)
• Flexible PTO
• Every other Friday off (Fri-yay!)
• 12 weeks paid family and medical leave, 16 weeks for birthing people
• Company-paid life insurance 
• 401k matching
• Cell phone reimbursement stipend
• Wellness stipend
• Vacation bonuses 
• Anniversary bonuses
• Employee Assistance Program

Location
This position is hybrid (Colorado only).

While TaskRay has a physical office in the Denver area, we’ve always been proud of our hybrid approach to the work environment, even pre-pandemic. We expect this role to be in-office regularly during the initial onboarding period (1-2 months) and then 1-2 days per week thereafter.
Additionally, we anticipate about 10%-15% travel time in this role. 

We value diversity

TaskRay is an inclusive culture embracing the value of a diverse workforce in all roles, at all levels of the organization. We work to give all qualified applicants equal opportunity and to make decisions based on job related factors. We ask that you do not disclose any information on the application which could indicate your race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity. pregnancy, genetic information, veteran status, or any other status protected by law or regulation and we encourage applicants who meet some but not all qualifications to apply.

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