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We’re Hiring

Customer Success Manager – Strategic Accounts

The Position

We are seeking an experienced Customer Success Manager to own and drive customer satisfaction, retention, and success for our suite of DCGA solutions. In this role, you will serve as a trusted advisor to our clients, ensuring they maximize the value of our software while achieving their business objectives. Leveraging your expertise in enterprise archiving, API integrations, document capture, and cloud solutions, you will build strong relationships, provide proactive support, and lead strategic initiatives to enhance customer experience.

Key Responsibilities:

  • Customer Engagement: Develop and maintain strong relationships with key stakeholders at customer organizations, serving as their primary point of contact and advocate.
  • Onboarding & Adoption: Oversee customer onboarding processes, ensuring a seamless transition and successful implementation of our DCGA solutions.
  • Value Delivery: Collaborate with customers to define goals, track milestones, and demonstrate the ROI of our solutions through regular reviews and reporting.
  • Proactive Support: Identify potential challenges and work cross-functionally with support, product, and engineering teams to resolve issues quickly and effectively.
  • Strategic Account Management: Act as a trusted advisor by understanding customers’ long-term objectives and aligning our solutions to their evolving needs.
  • Training & Enablement: Ensure customers are fully equipped with the knowledge and resources to use our platform effectively, including tailored training sessions.
  • Feedback Loop: Act as the voice of the customer, capturing feedback to influence product roadmap decisions and improve customer experience.
  • Retention & Renewal: Drive customer satisfaction and loyalty, ensuring high retention rates and successful renewals through proactive engagement and value reinforcement.
  • Upsell & Expansion: Identify opportunities to expand usage and adoption of our solutions within existing accounts, collaborating with sales on growth initiatives.

 The Company

Theta Lake is the only communication compliance vendor directly financially backed by the leaders in unified communications including funding by Zoom, Salesforce, RingCentral, and Cisco as well as Wells Fargo and tier 1 venture firms including Battery, Lightspeed, and Neotribe. Theta Lake is also the only vendor with a 4.9 out of 5 star and a 100% Would Recommend ratings for enterprise information archiving from customers via Gartner Peer Insights as well as the only vendor with patents for unified communication compliance and security. Theta Lake works with security focused and regulated organizations to solve their communication capture, archiving, proactive compliance risk detection, and surveillance needs.

Read more: https://thetalake.com/

Location and How to Apply

  • Remote – US
  • We cannot sponsor visas at this time. Please do not apply if you are on a visa for the US.
  • To apply, please contact us at careers@thetalake.com

Compensation

$110,000/year to $140,000/year + commission + equity + benefits

Individual pay is determined by skills, qualifications, experience, location and market conditions. Compensation details listed in this posting reflect the base salary only, and do not include commission, equity or sales incentives, if applicable. In addition to base salary, Theta Lake offers a comprehensive benefits package that includes medical, dental, vision, life insurance, long-term disability, 401(k), and health and dependent care flexible spending accounts.

We have these characteristics and like to work with people who do too:

  • Customer-Centric Mindset: A proactive approach to understanding and meeting customer needs, ensuring their success is always prioritized.
  • Adaptability: Comfortable managing multiple customer accounts and priorities in a fast-paced, dynamic environment.

We’re most excited if you also have some of these skills (or are ready to learn):

  • Experience: 3+ years in customer success, account management, or a similar client-facing role within enterprise software, with a strong understanding of DCGA technologies.
  • Education: Bachelor’s degree in business, technology, or a related field; relevant certifications in cloud platforms or customer success are a plus.
  • Technical Expertise: Familiarity with enterprise archiving, API integration, and cloud solutions; experience with SaaS platforms is a plus.
  • Relationship Management: Proven ability to build and maintain strong, positive relationships with enterprise customers and cross-functional teams.
  • Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
  • Analytical Skills: Ability to analyze customer data, track success metrics, and use insights to drive decision-making and improvements.