Customer Success Manager

Oracle Dyn is a pioneer in managed DNS and a leader in cloud-based infrastructure to connect users with digital content and experiences across a global internet. Dyn's solution is powered by a global network that drives 40 billion traffic optimization decisions daily for more than 3,500 enterprise customers, including preeminent digital brands such as Netflix, Twitter, Linkedin and CNBC.

The Customer Success Manager will drive programs to identify and proactively engage customers throughout their lifecycle to drive product adoption, ensure they understand the full value of Dyn IPM offering and ensure maximum retention. Customer retention is one of the key drivers to business performance; this is a proactive role where activities are driving toward reducing churn and increasing engagement. Customer Success Managers engage customers that are not getting the full value of our product, or are displaying other signs risk, and create action plan to make them successful and ensure renewal. Part coach, project manager, consultant and product expert, our Customer Success Managers are continually focused on helping Dyn customers successfully engage with Dyn products and services.

* Drive Customer Success outcomes * Manage the day-to-day aspects and assist with multiple project implementations * Influence future lifetime value through higher product adoption, customer satisfaction, and overall account health * Increase client experience to develop long-term vision and journey with Dyn. * Create customer onboarding assets, adapt existing customer onboarding assets and work with internal team to refine existing and create new onboarding assets. * Lead regular Client Experience Reviews, typically quarterly with the account team. * Devise, execute and manage Customer Engagement strategies, measuring and reporting results weekly. * Build value-based relationships with customers to ensure the highest customer satisfaction, adoption and retention. * Maintain a deep understanding of the product and speak with customers about the most relevant features for their business needs. * Outbound telephone and email-based efforts to existing customers with intent to engage customers with incomplete usage and get them excited about and regularly using IPM * Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal. * Work within the Customer Intelligence team to help drive customer references and case studies.

* Relevant work experience in a customer-facing customer success, account management, customer support or strategic consulting organization. * Networking/telecommunications design background preferred (BGP, switching designs). Fundamentals of DNS (Primary/Secondary) and cloud/CDN background desirable. * Self-motivated, proactive team player; demonstrated ability to provide innovative ideas to inspire customer loyalty and adoption. * Strong interpersonal skills and experience building strong internal and external relationships; strong written and verbal communication skills. * Proven track record of highly-professional customer service in a fast paced, dynamic environment. * Diplomacy, tact, and poise under pressure when working through customer issues. * Previous SaaS experience strongly desired. * Bachelor’s Degree or equivalent directly related experience.