Senior Customer Success Engineer (Senior Adoption Engineer)

Job Description Summary

Do you thrive in a startup vibe? Were you built for a small, nimble and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren’t afraid to stand out from the crowd and tackle the bigger competitors.

As the Senior Customer Success Engineer, you will be measured on getting our customers to first time use as well as meaningful active use. In addition, you will train customers on best practices to use our solutions and serve as the point of contact for any non-technical support problems that arise.  Your goal: support our customers in their onboarding, adoption, and growth journey at ShareFile.

Role Overview:

Now, let’s get to the details.  The Customer Success Engineer is accountable for retaining customers via increased product adoption, identifying expansion opportunities, and building customer advocacy. You will establish customer-centric programs and processes, working with stakeholders throughout ShareFile to continuously deliver value to the customer. The Customer Success Engineer takes responsibility for repeatedly assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to identity accounts that are prime for expansion.

·       Strategy:

• Track key customer adoption KPIs
• Own customer onboarding process post-sales and drive the customer to get to First Active Use, Meaningful Use, and increased Total Active Use
• Proven understanding of complex customer needs and resolutions around them

·       Execution:

• Conduct webinars and build training content for customers at scale
• Engage 1:1 with high touch customers to ensure their success with ShareFile, RightSignature, and Podio
• Identify problems and propose or implement solutions with a customer-centric methodology

·       Continuous Improvement & Growth:

• Recommend enhancements in systems and processes to solve common problems for customers
• Identify expansion plays from department to department for full wall-to-wall product adoption

o   Curate relationships with customer advocates

o   Ensure customer adoption and retention

Your superhero uniform includes:

• 3 or more years of experience in Customer Success, Support, or related field
• Bachelor's degree or equivalent experience preferred
• Requires practical knowledge of product support for ShareFile, RightSignature, and/or Podio or similar experience from prior customer success roles
• Technical certifications in related technologies a plus

Your superhero strengths include:

• Experience working with Customer Success teams on SaaS B2B or B2C products
• Startup mindset – highly passionate, team player with a high sense of urgency and willingness to roll up sleeves and deal with ambiguity in a fast-paced business
• Laser focus on solutions and outcomes
• Multi-tasker at heart
• Sharp attention to detail
• Communicates crisply and with intent
• Plays independently and well with others
• Strong technical skills with continuous learning mindset

·       Lens for continuous optimization, automation to drive efficiency, scale, and accuracy

·       Desire to lead by example and go above and beyond for customers and colleagues

·       Interest in leadership and customer success program development

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.