Customer Success Manager

Help our customers and business partners fulfill their business goals with Xperience by Kentico.

Kentico Software is the company behind Xperience by Kentico, the Digital Experience Platform (DXP). Our goal is to provide our growing customer base with the best-in-class all-in-one solution. Kentico is a global, well-established leader in the web content management industry.

What will be your job?

  • Advising our customers how to use Xperience to build websites and manage and plan their DXP implementation.     
  • Creating and nurturing relationships with partners and end-clients, addressing their needs, preventing churn, and driving lifetime value.     
  • Bringing customer stories back into the company as feedback and feature suggestions. Regularly cooperating with Product Management and UX teams as well.     
  • Cooperating closely with our Sales and Customer Success teams to achieve customer goals, driving discussions about license and subscription renewals and expansions.
  • Type of employment: Full time
  • Start Date: January 2023
  • Form: Work from home possible
  • Language: English C1

What will your typical week look like?

Since typical days are not a thing in a CSM job, let’s describe a typical week. 

You will attend several calls with your assigned customers to discuss their projects, answer their questions, and help them solve any issues.         

After each call, you will analyze what you’ve learned and look for answers to customer questions. This may involve discussions with our Product Managers, Solution Architects, or other roles.         

In the meantime, you will keep up to date with product releases and new features to be able to showcase them to the customers.     

We have a team of Customer Success Managers who meet once a week and frequently communicate in order to share experience—you won't be alone in your efforts.

What we expect of you?

  • Exceptional listening and communication skills—getting business people to tell you their needs and goals, describing possible options to stakeholders or developers, and connecting them with the right person or team in Kentico will be essential tasks for the job.     
  • Independence and planning abilities—with all the calls, emails, and requests, you will need to be well-organized to process various tasks from various sources.     
  • IT skills—no need to be a programmer, but you must be able to discuss Xperience projects and understand each customer's high-level technical and business needs and goals. This usually includes website development best practices, API and integration content management, marketing features use cases, and various frameworks our customers can use for development. Previous experience in software customer support, solution engineering, project management, or similar is an advantage but not a must.     
  • Adaptation and improvisation—Xperience by Kentico and the Customer Success Management profession are constantly in motion, accommodating to the growing base of customers. We do have processes, but we also love to improvise.     
  • Passion for learning and evolving.     
  • A strong customer-centric focus.

Who we are?

A team of three Customer Success Managers and one team manager working from Brno, Czech Republic, Bedford, NH, USA, and Sydney, Australia, communicating with customers and business partners worldwide.

What we offer?

  • Great culture with a friendly atmosphere—our staff tenure greatly exceeds the industry average, and there is a reason for that     
  • Collaboration with top sales professionals    
  • Fast growth potential     
  • Freedom to create your own ways of working     
  • Generous leave     
  • Flexible work arrangements     
  • Remote work possibilities

Are you interested and do you want to learn more? Write to us and we can meet up in our office in Brno or online. You can meet your potential colleague(s) from the team. And if everything clicks on both sides, we will be happy to invite you to join us full time.

Wanna know more about this or other job opportunities? Find out on our blog!

Send us your CV.

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At the interview, you will meet:

Monika Kyzlinková

Recruiter
monikak@kentico.com LinkedIn

Tomáš Vykydal

VP Customer Success

Do you know anyone who fits the bill for this position?
Let us know!

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