Unleashing Business Value through People, Process, and Technology
About Cascade
We are a global software company at Cascade, and we consistently rank as the World’s #1 strategy execution platform.
We make visions happen by acting as the strategic brain of your organization, remediating the chaos of running your business so that you can move forward.
Thousands of leading organizations leverage our Cascade platform to plan, execute, and track their strategies for realized performance and accelerated decision-making.
Our customers are redefining the world–executing strategies that range from deploying life-saving vaccines to building the world’s fastest Formula One car.
Our customers are leaders in their industries, redefining the world as we know it. From battling the AIDS epidemic and establishing a supply chain for COVID-19 vaccines, to building the world’s fastest Formula One car, Cascade has been a critical component in driving their success.
We are a team of over 100+ passionate Cascaders, dedicated to building the future of strategy execution. We are rapidly scaling up and aspire to have Cascade in the hands of millions of people, empowering them to drive alignment, business observability, and focus within their organizations.
About the Role
Customer Success Managers act as a trusted advisor to Cascade’s largest customers by enabling them to leverage Cascade’s platform and capabilities to achieve their business goals. They will be responsible in shaping and driving customer transformation across people, process and technology, while driving business value based on the customer strategy and priorities. They will empower Cascade’s high value customers to reach their business aspirations by leveraging the full capability of their Cascade investment. The success of this role means higher customer happiness, retention and expansion of Cascade’s business.
Responsibilities:
Drive adoption, growth, and retention of our customers by building trusted relationships and delivering maximum value of the product.
Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas.
Act as a trusted advisor for customers to drive adoption and quantify the value of Cascade.
Educate and train customers on Cascade's product, business roadmap, and services to help improve their ability to succeed.
Partner with internal Cascade partners to align account activities with the customer's business case and strategy.
Act as a strategic visionary, anticipating decisions, exploring and uncovering business needs, and understanding how Cascade's product can grow the customer's business.
Utilize relationship management skills to build and maintain relationships with customers at all levels.
Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer's business needs.
Lead the renewal motion with customers and liaise with internal Cascade resources for assistance.
Must Display:
Possess a strong sense of ownership and take pride in all that you do
Scrappy, able to wear many hats, and a hard worker!
Comfortable in dynamic environments with changing priorities
Skilled at managing multiple responsibilities while striving to exceed expectations
Displays a sense of humor and humility during those challenging times
Self-starter with the ability to manage multiple projects simultaneously
Ability to effectively prioritize and escalate customer issues
Ability to adapt to a rapidly changing environment
Requirements:
5+ years of experience in Customer Success, Account Management, or a relevant role in a SaaS organization.
Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to achieve consensus on solutions/engagements.
Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail.
Proven track record of success in making data-driven decisions and leading complex customer relationships.
Exceptional organizational skills with the ability to handle multiple priorities.
Demonstrated expertise in driving SaaS product activation, ongoing usage, and value attainment discussions.
Demonstrated success in partnering with cross-functional teams across GTM (Go-To-Market) and Product roles.
Willingness to be a hands-on contributor.
Excellent communication skills, including issue tracking, triaging, and crisis management.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, and Service Excellence.
Bonus Experience:
3+ years as a senior consultant or associate at a consulting firm (working in strategy or technology).
Experience working directly with enterprise customers in strategy/change management.
