Senior Strategic Customer Success Manager (CSM)

Since our founding in 2009, we’ve relentlessly worked toward a vision of a future powered by Phunware. We spend our days obsessing over how best to design, build, launch, promote and support branded apps that engage, compel and delight the world’s most discerning audiences. For over a decade, we’ve helped Fortune 5000 businesses throughout the mobile app lifecycle with data-backed decisions at every step. 

If you share our passion for innovative mobile app experiences and dream of a world empowered by seamless, one-to-one interactions, we want to hear from you. Get in touch with us today—our Phamily always has room for one more!

Job Summary:

The Senior Strategic Customer Success Manager’s (CSM) core focus is to consult Phunware’s customers and partners to ensure they receive optimal value from our products. This person will need to fully understand our offerings, the product roadmap and our focus industries to succeed. Key responsibilities include retaining accounts, optimizing and growing revenues within existing accounts, and ensuring customer satisfaction. The CSM serves as a consultant and the primary point-of-contact whose key performance criteria is successful retention of assigned accounts ultimately resulting in thorough and quality service for external customers, team members and business managers. Our ideal candidate is technically savvy and able to think strategically while managing the customer relationship.

The CSM is also responsible for developing and maintaining relationships with key stakeholders within assigned accounts and identifying and closing revenue expansion opportunities.

• Lead Discovery sessions with new and existing customers to help understand their goals for mobile and strategies to achieve them 
• Analyze analytic data and strategize future opportunities for customers
• Build and manage relationships with key stakeholders internally and externally
• Establish trust and rapport with customer leadership and operational managers
• Key contributor in internal planning and strategy sessions
• Create processes, best practices and templates for the Customer Success Team
• Mature and develop Phunware's training programs
• Guide customers during engagement planning by way of best practices
• Develop and deliver quarterly business review to customers
• Understand client wants/needs and work with internal teams to suggest, design and deliver product enhancements and solutions
• Ensure overall customer satisfaction of both new and existing customers
• Monitor customer utilization and develop strategies to increase usage and adoption of Phunware solutions by customers and end users within each account
• Support the sales team in business development opportunities within assigned accounts

What We Look For: 

• 7 years of Customer Success or Account Management experience
• A strategic thinker who thrives on solving problems that don’t have defined answers
• Strong analytical, organizational and interpersonal skills
• Ability to quickly build trust with individuals internally and externally
• Self-motivated with a strong sense of accountability
• Independent thinker, able to formulate a course of action based on direction
• Strong verbal and written communication skills
• Effective presentation skills
• Ability to develop long-term strategic and executive-level relationships
• Willingness to travel as necessary (up to 10%)
• Bachelors Degree in business, marketing or equivalent

Desirable: 

• 3 years experience in software technology and/or digital strategy – ideally in the mobile space
• Experience working closely with product teams and writing user stories
• Familiar with Atlassian core products such as Jira and
• Confluence