Customer Success Manager

THE OPPORTUNITY

This role is ideal for a motivated individual with Customer Success experience looking for an opportunity to grow. Customer Success is a key differentiator for our business. We operate as strategic, consultative partners, combining product and industry knowledge to help customers realize the full potential of their investment in Xactly's solutions while identifying opportunities to grow the customer footprint.

As a Customer Success Manager at Xactly Corporation, you'll be responsible for developing relationships with key customer stakeholders to understand their business goals and objectives. You'll understand how customers are using their products and will identify, track and analyze success metrics and work with customers on plans to help them achieve their desired business outcomes ensuring long-term relationships with Xactly.

In addition you will proactively identify and prioritize risk in your portfolio, managing cross-functional efforts as needed with our Support, PS and Product teams to resolve customer concerns. You'll ensure each customer's voice is heard and you will have responsibility for protecting and growing ARR via customer retention and satisfaction programs, and through product adoption and customer enablement for your assigned portfolio of customers.

THE TEAM

Xactly's Customer Success team is a tight-knit team driven to see the success of our customers. We have a very tenured, organically grown Customer Success leadership team that is always willing to provide support and guidance. We pride ourselves on proactively driving customer success while partnering with our Product team to shape product decisions based on customer feedback.

The Skill Set

• 5+ years experience as Customer Success Manager supporting a complex SaaS solution(s) for Enterprise B2B customers
• You are a creative problem solver who is passionate about ensuring customers are successful and you can point to more than one customer who sings your praises when talking about the intelligent, collaborative and effective way you worked with them to maximize the value they were getting from their solution.
• You are considered the expert in some areas by your current team members and a go-to person when things get challenging.
• You are a confident communicator with outstanding written and verbal skills
• You are skilled prioritizer and multi-tasker and have demonstrated ability to manage multiple key customer priorities concurrently
• You pride yourself on staying up to date on industry changes and best practices.
• Experience working directly with customer executives is a plus
• Experience in the ICM/SPM space highly valued but not required

WITHIN THREE MONTHS, YOU'LL:

• Have a strong understanding of how an Xactly CSM works with their customer base
• Understand the function of each Xactly department and how Customer Success aligns with each org
• Complete the Customer Success Onboarding Program
• Gain a strong understanding of Xactly's Suite of Products and sales performance management and planning and complete Incent Admin Certification
• Work closely with your colleagues, shadowing customer conversations and activities
• Have introduced yourself to your entire portfolio of accounts and begin to proactively manage the portfolio identifying risks and developing an understanding of where each customer is in their value progression

WITHIN SIX MONTHS, YOU'LL:

• Have success plans and success metrics in place for the top 50% of your customer base
• Confidently work with other departments to prioritize and address customer concerns
• Begin to schedule QBR focused discussions with your account base (onsite or web)
• Continue to learn and understand the product and internal processes
• Complete your Xactly University Learning Path for Xactly products

WITHIN TWELVE MONTHS, YOU'LL:

• At 12-months, you will be seen as a well-versed, trusted business-advisor and expert, making a significant positive impact within your customer base

BENEFITS & PERKS

• Comprehensive insurance coverage (including pet insurance!)
• Flexible time off and sick days
• Short-term disability, long-term disability, maternity and parental leave
• Gym/fitness reimbursement and tuition reimbursement
• Flexible savings account & Health savings account
• Paid holidays and up to 3 days paid community and volunteer leave
• Life and AD&D insurance
• 401(k) Retirement Savings Plan
• Access to wellness program (Grokker, EAP, quarterly wellness webinars)
• Employee discount program
• Additional voluntary benefits such as pet insurance, critical illness, accident insurance, hospital indemnity, and legal plan

Applications will be accepted only for those currently residing in the posted country for this role. There is no expectation of approval for an international relocation for this job. The compensation range is specific to the posted job location and role and takes into account the wide range of factors considered in making compensation decisions but not limited to skill sets, experience, training, licensure, certifications, performance, and market and peer comparisons. Salary ranges allow for growth opportunities as the employee develops new skills and/or hones current skills.

OUR VISION

Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals.

OUR CORE VALUES

Customer Focus Accountability Respect Excellence (CARE) are the keys to our success, and each day we're committed to upholding them by delivering the best we can to our customers. Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement