Strategic Customer Success Manager
Talkdesk
At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
Responsibilities:
- Lead Partnerships with Top-Tier Customers: Work closely with Talkdesk’s most valuable and complex customers to deeply understand their strategic goals and ensure their success through tailored solutions. Serve as a trusted advisor at the executive level, fostering long-term partnerships.
- Strategic Customer Success Planning: Collaborate with customer executives to create and execute success plans that drive long-term business outcomes aligned with their broader organizational goals. Support both onboarding and ongoing strategy refinement to maximize Talkdesk’s impact on their operations.
- Maximize ROI and Customer Value: Ensure customers extract the most value from their investment in Talkdesk by proactively identifying opportunities to deepen platform usage. Regularly assess customer satisfaction, health metrics, and overall product value.
- Develop Strategic Business Cases: Lead the creation of comprehensive case studies and reports, demonstrating Talkdesk’s impact on key performance indicators (KPIs), business objectives, and return on investment (ROI). Present data-driven recommendations to enhance customer success.
- Customer Growth and Expansion: Identify and drive opportunities for customers to expand their use of Talkdesk solutions, whether through new features, products, or services. Collaborate with internal teams to build upsell strategies that align with customer goals.
- Proactively Address Customer Gaps: Analyze customer engagement and usage data to identify gaps in the customer experience that may pose a risk of churn. Work cross-functionally with internal teams to address these gaps and improve overall satisfaction.
- Product Feedback and Innovation: Serve as a conduit for customer feedback, collaborating with the Product team to prioritize feature requests and enhancements based on customer needs. Influence the product roadmap by providing insights into customer use cases and market trends.
Requirements:
- 10+ Years of Customer Success Experience: Extensive experience in Customer Success or a similar customer-facing role within a SaaS environment, with at least 5 years managing large enterprise or Fortune 500 accounts.
- Proven Leadership in Managing Key Enterprise Accounts: Demonstrated ability to build and maintain executive-level relationships with large and complex customers. Experience in crafting and executing long-term success strategies for strategic accounts.
- Consultative Approach & Tech Fluency: Strong consulting skills with the ability to communicate technical concepts to diverse audiences. Adept at aligning technology solutions with customer business objectives.
- Data-Driven Business Case Development: Expertise in building compelling, data-backed business cases that influence customer decision-making and drive process improvements.
- Strong Communication & Relationship-Building Skills: Excellent verbal and written communication skills with the ability to engage C-level executives. Proven ability to nurture and expand relationships within high-stakes accounts.
- Churn Mitigation & Revenue Growth: Experience in identifying customer risks, mitigating churn, and driving revenue-producing initiatives such as renewals and upsells.
- Advanced Data Interpretation & Analytics: Ability to derive actionable insights from data analytics to drive customer value, optimize processes, and guide strategic decisions.
- Cross-Functional Collaboration in High-Pressure Environments: Ability to thrive in a fast-paced, cross-functional environment. Proven experience in coordinating across teams to deliver exceptional customer outcomes.
- Strategic Mindset & Strong Business Acumen: Demonstrated ability to think strategically, balancing immediate customer needs with long-term goals.
- Travel: Ability to travel up to 15-20% to meet with clients and attend customer engagements.
- Preferred MBA or Advanced Business Degree: An MBA or other advanced degree is a plus, demonstrating a strong foundation in business strategy and leadership.
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
