Catchpoint is seeking a customer-obsessed and highly-motivated problem solver to join our Customer Success Team. The Associate Customer Success Manager (ACSM) is responsible for the success and growth of a portfolio of Catchpoint’s clients. The ACSM guides clients through onboarding, adoption, expansion, and renewal.

What will success look like in this position?

The ACSM develops a strong understanding of Catchpoint’s value propositions, and partners with clients to ensure value and ROI is being realized. Our most effective ACSMs build expertise in software development, internet technologies, and monitoring best practices.

Responsibilities

Assume full accountability of the customer journey, from Onboarding through Renewal / Cross-sell, Up sell
Conduct regular business reviews and monitor account health to maximize account retention
Map Catchpoint’s value to client’s organization, goals, and challenges to generate growth
Drive engagement and adoption of Catchpoint’s platform
Transform clients into partners, developing champions and obtaining executive alignment
Evangelize success outside of the platform by promoting success in client’s craft and careers
Be a customer advocate while capturing customer feedback for Product and Marketing
Partner closely with Catchpoint Sales, Support and other Technical teams to ensure an exceptional customer experience

Required Skills & Qualifications

Bachelor's degree or equivalent and 1-3 years of experience in customer-facing role, such as Customer Success, Account Management, Sales Engineering, or Professional Services
Possess strong phone, written and verbal communication skills with excellent presentation skills
Proficiency with MS Office and Salesforce.com
Confident, high energy, self-motivated and a true team player
Experience working with senior and executive level customer contacts
Demonstrated ability and desire to work and excel in fast-paced environment
Ability to understand and articulate technical concepts and derive solutions
Must possess a proven understanding of corporate business world, prior experience in SaaS preferred
Understanding of Internet and web applications with a desire to learn new technologies
Proficiency in SFDC, Gong, Pendo, O365, Zendesk, ZoomInfo, Klue, Looker

Overview

Catchpoint is the Internet Resilience Company™. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.

Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!

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