Senior Manager, Customer Success Strategy (Remote)

Citrix Systems

Nevada

United States

Customer Service / Call Center
(No Timezone Provided)

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What we're looking for:

You have a passion for innovating and driving change within the Customer Success organization. You have a deep understanding of cloud computing industry and customers uses of cloud services. You are an excellent communicator, with great presentation skills. 

If this sounds like you, we’d love to speak with you!

Position Overview 

You are looking for an opportunity to innovate and drive change in a fast paced Customer Success organization. You also have robust knowledge of Access Management, End User Computing, Cloud and Work Management technologies and a passion for staying current with the latest trends in Customer Success. As a member of the Customer Success Engineering & Strategy team, you will be responsible for shaping the motions, engagement models and customer journey with the intent of helping customers better and more rapidly realize the outcomes that made them invest in Citrix Technologies. You will also be responsible for shaping motions that apply and scale effectively across a broad solution portfolio, diverse customer base and globally distributed team.This role is open to remote employees in the United States, anywhere except Colorado.

Role Responsibilities

  • Develop the customer success management strategy through alignment with product/engineering teams, marketing, sales, channel, portfolio and education teams

  • Evolve the execution plan and approach for modernizing customers’ technology landscapes by developing mechanisms that empower Customer Success Managers, Engineers and Technical Account Managers

  • Partner with key cross-functional teams including product engineering, marketing, sales, portfolio and learning teams to establish alignment with Citrix Cloud’s features, capabilities and overall GTM approach for adoption and expansion

  • Contribute to the development of assets for key strategic communication processes including quarterly business updates with Sales & Services update

  • Partner with delivery leaders to identify and address recurring process and journey challenges facing the team in the field

  • Align with Ops business partner to take data driven approach to motion and model optimizations

  • Proactively recommend evolutions to Success Management strategy to remain ahead of industry trends

  • Engage with customers to directly understand experience and opportunities based on feedback

  • Present solutions and model evolutions to executive leadership to garner consensus and alignment

  • Basic Qualifications

  • Requires broad management knowledge to lead project teams in one department. 

  • Mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.

  • Requires a University Degree or equivalent experience and minimum 10 years prior relevant experience.

  • Deep understanding of Citrix Cloud (or similar) services, sales motion, and customer use of these services

  • Minimum of 7-10 years of technical sales, solution architecture, business development, and or Customer Success experience

  • A deep understanding of cloud computing industry and customers uses of cloud services

  • Comprehensive understanding of subscription revenue model and retention strategies

  • Proven track record of influencing other organizations and in working directly with customers and field needs to drive impact program.

  • Preferred Qualifications

  • Track record of improving gross retention, net retention and adoption KPIs in SaaS organizations

  • Deep experience in go-to-market, market development, and customer journeys

  • Strong analytical skills, able to distill key insights from both data-driven and anecdotal sources

  • Strong executive communication (written and oral)

  • Ability to partner with internal Citrix teams to develop and execute strategy

  • Ability to create and generate programs to increase velocity and adoption of cloud technology

  • Proven ability to be adaptable in rapidly evolving business/org situations

  • *LI-AR1

    What you’re looking for:

    Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

    Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

    Functional Area:

    Customer Success Management

    Senior Manager, Customer Success Strategy (Remote)

    Citrix Systems

    Nevada

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

    What we're looking for:

    You have a passion for innovating and driving change within the Customer Success organization. You have a deep understanding of cloud computing industry and customers uses of cloud services. You are an excellent communicator, with great presentation skills. 

    If this sounds like you, we’d love to speak with you!

    Position Overview 

    You are looking for an opportunity to innovate and drive change in a fast paced Customer Success organization. You also have robust knowledge of Access Management, End User Computing, Cloud and Work Management technologies and a passion for staying current with the latest trends in Customer Success. As a member of the Customer Success Engineering & Strategy team, you will be responsible for shaping the motions, engagement models and customer journey with the intent of helping customers better and more rapidly realize the outcomes that made them invest in Citrix Technologies. You will also be responsible for shaping motions that apply and scale effectively across a broad solution portfolio, diverse customer base and globally distributed team.This role is open to remote employees in the United States, anywhere except Colorado.

    Role Responsibilities

  • Develop the customer success management strategy through alignment with product/engineering teams, marketing, sales, channel, portfolio and education teams

  • Evolve the execution plan and approach for modernizing customers’ technology landscapes by developing mechanisms that empower Customer Success Managers, Engineers and Technical Account Managers

  • Partner with key cross-functional teams including product engineering, marketing, sales, portfolio and learning teams to establish alignment with Citrix Cloud’s features, capabilities and overall GTM approach for adoption and expansion

  • Contribute to the development of assets for key strategic communication processes including quarterly business updates with Sales & Services update

  • Partner with delivery leaders to identify and address recurring process and journey challenges facing the team in the field

  • Align with Ops business partner to take data driven approach to motion and model optimizations

  • Proactively recommend evolutions to Success Management strategy to remain ahead of industry trends

  • Engage with customers to directly understand experience and opportunities based on feedback

  • Present solutions and model evolutions to executive leadership to garner consensus and alignment

  • Basic Qualifications

  • Requires broad management knowledge to lead project teams in one department. 

  • Mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.

  • Requires a University Degree or equivalent experience and minimum 10 years prior relevant experience.

  • Deep understanding of Citrix Cloud (or similar) services, sales motion, and customer use of these services

  • Minimum of 7-10 years of technical sales, solution architecture, business development, and or Customer Success experience

  • A deep understanding of cloud computing industry and customers uses of cloud services

  • Comprehensive understanding of subscription revenue model and retention strategies

  • Proven track record of influencing other organizations and in working directly with customers and field needs to drive impact program.

  • Preferred Qualifications

  • Track record of improving gross retention, net retention and adoption KPIs in SaaS organizations

  • Deep experience in go-to-market, market development, and customer journeys

  • Strong analytical skills, able to distill key insights from both data-driven and anecdotal sources

  • Strong executive communication (written and oral)

  • Ability to partner with internal Citrix teams to develop and execute strategy

  • Ability to create and generate programs to increase velocity and adoption of cloud technology

  • Proven ability to be adaptable in rapidly evolving business/org situations

  • *LI-AR1

    What you’re looking for:

    Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

    Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

    Functional Area:

    Customer Success Management