Customer Success Manager

About Recast

Recast Software, headquartered in Minneapolis, MN, is dedicated to helping organizations efficiently manage and support their IT users and devices. The company's core mission is to simplify IT operations by creating secure, compliant environments through software that integrates seamlessly with existing IT infrastructures. Used by thousands of enterprises across over 125 countries, Recast’s solutions positively impact millions of devices and their users worldwide.

Role Overview

We are seeking a Customer Success Manager who will be responsible for managing relationships across a diverse customer portfolio. This role involves building rapport with key clients and developing scalable playbooks to propel success across a rapidly expanding customer base. Acting as the liaison between Recast and our clients, you’ll be central to enhancing the customer experience while collaborating internally with operations and go-to-market teams.

Key Responsibilities

• Serve as the primary contact and advocate for your customers, prioritizing efforts to deliver maximum impact and success.
• Gain an in-depth understanding of Recast’s products, customer IT environments, and the broader endpoint management industry.
• Effectively communicate product value to technical audiences like system administrators and translate this into business outcomes to demonstrate ROI to executives and decision-makers.
• Maintain consistent, multi-channel communication with clients through one-on-one and group interactions to boost product adoption, retention, and revenue expansion.
• Drive the renewal process and collaborate closely with Account Managers to uncover growth opportunities.
• Identify patterns and growth possibilities across clients, creating scalable strategies to address these needs and deliver value.
• Develop a network of customer advocates, generating references and case studies.
• Respond promptly and carefully to customer inquiries and requests.
• Proactively detect and address customers who may be at risk of churn.
• Continuously refine and improve internal and external processes throughout the customer lifecycle to ensure seamless and enjoyable experiences for clients.
• Work cross-functionally with Support and Product teams to prioritize and resolve recurring issues, coordinating resources as necessary.
• Utilize Recast’s systems for customer data management, tracking, and information upkeep.

Qualifications

• Minimum of two years managing customer relationships within a technical software environment.
• Experience handling quotas and managing a book of business.
• Exceptional communication skills tailored to diverse audiences and formats.
• A natural curiosity and empathy toward learning about complex technical tools, customer environments, and industry dynamics.
• Strong analytical and problem-solving abilities combined with a proactive mindset.
• High accountability and self-direction, capable of managing projects from start to finish.
• A passion for technology and enthusiasm for serving a knowledgeable technical audience.
• Effective organization and ability to prioritize tasks strategically.
• Proficiency in CRM platforms and Customer Success tools.

Preferred Experience

• Familiarity with Salesforce CRM.
• Experience using Gainsight Customer Success platform.

Core Values at Recast

• Ownership and initiative: Emphasizing action and progress over perfection by proactively driving meaningful results.
• Curiosity: Leveraging inquisitiveness to explore new solutions, learn from challenges, and enhance customer outcomes.
• Collaboration: Valuing diverse perspectives and fostering open communication and teamwork.
• Adaptability: Embracing change with agility and resilience to prepare for future challenges.
• Empathy: Deeply understanding customers and colleagues to build respectful and inclusive relationships.

Compensation and Benefits

• Base salary ranges from $75,000 to $90,000 annually, supplemented by $15,000 in performance-based commission.
• Medical, dental, and vision insurance plans.
• Flexible Spending Accounts (FSA) or Health Savings Accounts (HSA) with employer contributions.
• Company-paid short-term disability, long-term disability, accidental death & dismemberment, and life insurance.
• 401(k) plan featuring a 4% employer match.
• Supportive work-life balance initiatives including flexible time off and remote working options.
• Parental leave policies.

Work Culture

At Recast, we believe each employee plays a vital role in shaping our impactful technology and fostering a supportive, people-first culture. We provide ample opportunities for professional growth and encourage a balance between work and personal life. Our commitment to equality ensures a respectful and inclusive workplace for all.

Equal Employment Opportunity

Recast Software is proud to offer equal employment opportunities to all individuals regardless of race, color, religion, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic as outlined by applicable law.