Location
Hybrid position – based in NYC
About N2WS
For the last 10 years N2WS has been a pioneer in the AWS backup and recovery space, servicing some of the biggest brands in the world across most industries such as consulting, banking, pharmaceuticals, telecommunications, governmental agencies, educational institutions and more.
N2WS offers a secure and scalable backup and recovery solution tailored for Amazon AWS and Microsoft Azure. Hosted directly in your cloud account, it ensures swift backup and recovery—across regions and accounts—for critical IT infrastructure, all under 60 seconds. It also features comprehensive reporting, audit trails, and cost-effective long-term archival, even in high-volume environments.
We are seeking a dynamic and customer-focused Customer Success Manager to join our CS team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while using N2WS software. This role involves close collaboration with customers to understand their needs, provide strategic guidance, and ensure they derive maximum value from our solution.
Main Responsibilities
- Customer Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success with our software.
- Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as their primary point of contact.
- Customer Advocacy: Act as the voice of the customer within the company, providing feedback to the product and development teams to drive continuous improvement.
- Training and Support: Organize training sessions, resources, and ongoing support to help customers effectively use our software.
- Performance Monitoring: Track customer usage and engagement metrics to identify areas for improvement and ensure customers are achieving their goals.
- Issue Resolution: Proactively identify and resolve customer issues, collaborating with technical support and engineering teams as needed.
- Renewals and Upsells: Drive customer renewals and identify opportunities for upselling additional features or services.
- Customer Success Strategy: Develop and implement customer success strategies and best practices to enhance customer satisfaction and retention
Minimum Qualifications
- Experience: 3+ years of experience in customer success, account management, or a related role, preferably within the software or technology industry.
- Technical Aptitude: Understanding of AWS/Azuze/GCP ecosystem or storage/backup space, software applications, with the ability to quickly learn new technologies.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical audiences.
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to addressing customer challenges.
- Customer-Centric: Passionate about delivering exceptional customer experiences and driving customer success.
- Team Player: Ability to work collaboratively with cross-functional teams, including sales, product, and engineering.
- Education: Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent work experience.
How to apply
If you’re interested in this position or know someone who is, please email your resume (Word or PDF format) and contact information to careers@n2ws.com
