Senior Customer Success Manager

Founded in 2009, SendGrid is an industry-disrupting, cloud-based customer communication platform that solves the challenges of reliably delivering emails on behalf of our customers. We deliver over 33 billion emails a month for customers like Airbnb, Spotify, and Uber.

This role’s primary responsibility is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the customer’s lifecycle to ensure customer receives maximum value from our solution. You will work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives. The first and foremost responsibility of Customer Success is to be the customer advocate always and to drive usage and adoption as well as customer satisfaction as a whole. You make sure that customers take full advantage of all features and services that SendGrid has to offer.

* Live by and champion our cultural values of Happy, Hungry, Honest, and Humble * Maintain world-class levels of customer retention, customer satisfaction, and ongoing customer engagement * Develop success plans and strategic business reviews for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations * Obtain an expert understanding of our products and services * Work with Sales and Support to ensure smooth hand offs from Sales to Support/Customer Success * Develop strong relationships with Engineering, Product and Operations to ensure cohesion and shared understanding of goals and initiatives * You work with support from your manager on pricing and contract negotiations using skills that balance customer and SendGrid perspectives * Work with customers on escalated issues to ensure the best possible experience * Mentor more junior members of the team * Expertise in driving new business growth through greater advocacy and reference-ability of your customers * Provide product demos, email consulting and promote new products within the SendGrid product portfolio * Work with the the rest of the Customer Success team implementing customer- focused initiatives designed to expand SendGrid’s revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value * We're an agile, fast growing company and this job description isn't meant to be a complete list of your qualifications or all the things you'll do

* 6-9 years experience in a customer facing role of a highly technical product * High technical aptitude * Intermediate Excel Skills * Motivated, goal-oriented, persistent * Skilled negotiator * Proven ability in account expansion * Passion for customer service * Problem solver * Excellent follow-up skills with great attention to detail * Team player * Lead by example, you are seen as a leader by your peers * You take charge in stressful situations and help guide others * 4 year degree