Strategic Customer Success Manager (West)

Customer Success Management

Remote, California

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Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

About the Role:

The Enterprise Customer Success Manager will play a key role in driving customer success, renewals and subscription expansion within our Enterprise accounts.

What You Will Do:

  • Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and customer retention activities as a member of a sales team.
  • Serve as primary POC for assigned customers in securing renewal - including quotation, negotiation, and closing activities.
  • Submit accurate and timely renewal sales forecasts through Salesforce.com
  • Identify and collaborate with the sales team regarding expansion, upsell, and additional service/support opportunities within accounts.
  • Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Customer Success, Sales, Sales Engineering, etc.) to ensure ongoing customer success.
  • Meet and exceed daily and weekly touchpoint goals for existing customers to ensure proactive cadence (e.g. every 30-days).
  • Promote the use of Confluent features and technology.
  • Support and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to value being added by our products.
  • Proactively identify issues/risks and escalate internally for prompt resolution.
  • Develop and nurture customers to become strong advocates on behalf of Confluent.
  • Champion and advocate for Enterprise customer requirements within Confluent.
  • Contribute to continual improvements to our best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewals goals.
  • Increase customer executive engagement and help arrange for executive invites to headquarters, marketing, and customer engagement events.

What You Will Bring:

  • Experienced and able to communicate effectively with business executives and leaders about the technical, account and financial aspects of their business relationship with Confluent.
  • Experience with the sales discovery process and customer service escalation models. 
  • Experience running Executive level reviews in person.
  • Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric.
  • Honest and transparent partner to customers, winning and keeping their trust.
  • Exceptionally well organized / detail-oriented with outstanding oral and written skills. 
  • Technically competent with a fundamental understanding of Confluent technology, offerings, and value proposition. 
  • Experience in tracking sales activities, customer data, and customer status. 
  • Ability to multi-task across a high number of accounts at any given time.
  • Bachelor’s degree or equivalent experience.
  • 4+ years B2B experience in account management, sales or consulting role with proven results within global, high-growth, technology companies.
  • Salesforce.com experience

What Gives You an Edge:

  • Consulting experience a plus. 
  • Ability to command a room - public speaking experience a plus. 

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Click here to review our Candidate Privacy Notice, which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of job applicants and prospective employees.

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Benefits

Best Teammates on Planet Earth
Adjustable Working Arrangements
Robust Benefits
Rest and Recharge Days
Weekly Lunch Spend
Flexible Paid Time Off (PTO)

Confluent is Remote-First

At Confluent, we care about how you work - not where. We encourage you to apply for positions outside of the listed location or your immediate region.

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