Customer Success Manager; United Kingdom

About Recast:

Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices.

Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.

We are looking for a Customer Success Manager to own the relationships of a wide variety of our direct EMEA customers. You’ll build relationships with customers in the region and create playbooks to drive the success of our rapidly growing direct EMEA customer base ving as the conduit of information between Recast and our customers, you’ll be a pivotal part of our customers’ experience and Recast’s operations and go-to-market teams.

The ideal candidate is an empathetic communicator who takes on a customer’s success as their own. You build relationships easily and are comfortable working across departments to get the results you and your customers expect. You are a problem solver at heart with a technical mindset who's constantly looking for things you can improve (whether that be relationships, processes, or technology) and implementing the solution.

You ruthlessly prioritize your time and orient yourself to what will drive the most value across customers and move the needle internally.

• Become the main point of contact and champion of your customer portfolio; driving customers towards success and triaging your time and effort to where it will make the most impact.
• Develop a deep understanding of Recast’s products, our customers’ environments, and the endpoint management market at large.
• Maintain a consistent cadence of communication to your customers, deploying various channels, 1 to 1, and 1 to many conversations as appropriate to increase product adoption, customer retention, and revenue growth.
• Manage the renewal process and work closely with your Account Manager to identify opportunities for expansion
• Identify trends and opportunities across customers and build and deploy scalable playbooks to address their issues or provide them value.
• Build up a pool of customer advocates and drive customer references and case studies.
• Act responsively, with attention to detail, to customer requests.
• Proactively identify and solve for “at risk” customers.
• Strive to improve internal and external processes across the customer lifecycle to make experiences seamless and delightful for all customers.
• Work cross functionally with Support and Product to prioritize recurring issues for resolution, marshalling resources across Recast as needed to ensure customer success.
• Work with Recast systems for the creation, management, and tracking of customer information.

• 2+ years of relevant work experience managing customer relationships within a technical software company.
• Proficiency in Salesforce or similar CRM tool.
• Proficiency in Gainsight, Churn Zero, or similar Customer Success platforms.
• Passion for technology with a strong desire to serve a technically adept audience that uses our highly technical and complex tools.

• Excellent communication skills across mediums and audiences.
• Curiosity, empathy, and an eagerness to learn about Recast, our customers, and their environments.
• Strong problem solving and critical thinking skills with a can-do attitude.
• Highly accountable and self-motivated, comfortable owning projects from conception to follow-through.
• Experience as a Sys Admin, or equivalent technical role in systems management.

• We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.
• We get curious. Curiosity moves us forward. We ask questions, try new…