Customer Success Manager

About Atera

Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.

Atera’s all-in-one AI-powered IT platform is revolutionizing the IT industry. By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps over 13,0000 companies achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes, faster.

We are looking for a Strategic Customer Success Manager to join our growing New York site!

Our Customer Success Managers are the face of Atera to our clients. Your goal is to learn as much as possible about our customers’ needs and their business workflow. As a Customer Success Manager (CSM) for our Strategic team, you will be expected to deliver value and ROI to Atera’s largest clients. These long-lasting relationships are built via exceptional customer service, understanding customers’ technical needs, challenges, complex working environments, and top-notch onboarding of new customers. As a part of the Strategic CSM team, you will be responsible for the success of the account, managing the partnership, monitoring, analyzing and optimizing the data and working towards quarterly targets and KPIs.

Responsibilities

• Commercial responsibility for renewing and expanding your book of business
• Serve as the primary point of contact between clients and the Atera team
• Build and maintain strong relationships with clients
• Conduct ongoing quarterly Business Reviews
• Lead value-driven conversations with your customers
• Serve as a technical authority for customers queries on the Atera Platform.
• Analyze key account statistics and performance metrics to identify pain points
• Educate clients on how to best use Atera’s platform aka “best practices”
• Proactively identify (growth) opportunities and optimization points for Atera’s clients
• Organically grow your portfolio of clients by delivering additional solutions and tools based on business needs
• Demonstrate continuous value of Atera’s solutions by keeping high retention rates
• Lead online walk-throughs, webinars, consultations and one-on-one demos for a full onboarding experience

Requirements

• 3+ years of experience in a technical and customer-facing role, managing large VIP customers 
• Understanding of IT infrastructures (Networks and Operation Systems) or interest and readiness to learn
• Solid understanding of customer lifecycle stages
• Ability to understand complex technology and explain it simply
• Strong quantitative and analytical skills; ability to identify data trends
• A proven record of retaining, developing, and growing multiple client relationships
• Committed to customer satisfaction with a passion for customer success
• Ability to work in a fast-paced dynamic environment
• Superior organization and prioritization skills, with strong attention to detail
• Self-motivated, detail-oriented with strong communication and interpersonal skills
• Problem-solver, resourceful and independent
• Ability to commute to our NY based office 3 times per week

More about our benefits

At Atera, we operate under a hybrid model, allowing our employees the flexibility of 3 office days per week, enabling collaboration and connection while also accommodating remote work arrangements

For this position, we offer an annual salary of 160,000 (USD) as OTE.

In addition to competitive salaries, Atera offers an enticing benefits package designed to support the well-being and professional growth of our employees. This package includes stock options, comprehensive health insurance covering dental and vision care, as well as a generous allocation of paid vacation days.

Dedicated to fostering a culture of equality, diversity, and inclusion, Atera is committed to eradicating discrimination in all its forms. We value the unique perspectives and contributions of each individual and strive to create an environment where all employees are empowered to thrive. Our recruitment process is merit-based, ensuring that qualified candidates are considered regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

We are dedicated to building a workforce that reflects the diversity of society and our customer base, and we are committed to creating an inclusive environment where every employee feels valued, respected, and empowered to excel.

Atera is highly collaborative and, yes, fun! To support you at work (and play) we offer some fantastic perks: ample time to learn from your teammates and contemporaries, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company-paid trip and lots more.