Job Details

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positionedto deliver scalable outcomes than Extreme.

Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.

Become part of Something big with Extreme! As a global networking leader, learn why there's no better time to join the Extreme team.

The Customer Success Platform Manager is responsible for the investigation, analysis and conversion of internal customer needs into effective and sustainable technical solutions. This role will support Extreme Networks' Customer Success organization and will beresponsible for the technical configuration, data integrity, and strategic optimization of theChurnZeroplatform. Their primary goal is to empower Customer Success teams with automated workflows and data-driven insights to reduce churn and increase expansion. The ideal candidate will have a demonstrated capability in collaborating with stakeholders at all levels to deliver results. Being well-versed in requirements definition and management, as well as excellent written and verbal communication is key.

Job Responsibilities

• Platform Configuration: Manage and maintain ChurnZero features including custom fields, automated playbooks, alerts, and dashboards.
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• Workflow Development: Build and manage digital customer journeys, lifecycle stages, and "tech-touch" programs that automate outreach.
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• Data Integrity & Integrations: Ensure accurate data synchronization between ChurnZero and integrated systems like Salesforce or product analytics tools.
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• Health Score Management: Configure and iterate on ChurnScores to provide predictive indicators of account health.
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• Enablement & Training: Lead internal training for CSMs on platform updates and best practices to drive tool adoption.
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• Strategic Reporting: Create performance dashboards to track key metrics like Net Retention Rate (NRR) and Net Promoter Score (NPS).
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• Gather business requirements from business stakeholders and convert to system requirements and/or user stories
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• Execute test scenarios for system and integration testing, and support the business owners on robust user acceptance testing
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• Stay current with technology platform updates, industry best practices, and emerging trends. Share knowledge and best practices with the team
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Your Experience

• Technical Proficiency: Minimum 5 years' experience with Customer Success platform, preferably, ChurnZero and its core functionalities (Health Scoring, Segments, Plays).
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• Strong understanding of SaaS environments and customer success operations
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• Experience with Salesforce integration and cloud-hosted systems
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• High aptitude for data manipulation and technical integrations
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• Analytical Mindset: Strong ability to manipulate data and translate metrics into actionable CS strategies.
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• Agile Management: Often requires familiarity with Agile or Scrum methodologies for task management.
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• Education: Bachelor's degree; certifications in ChurnZero or Salesforce are highly preferred
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• Understands design-driven user journeys and signals and how the back-end systems power the data
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• Sound business judgment, a proven ability to influence others, strong analytical skills, and a track record of taking ownership, and influencing results
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Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook.

We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on "protected categories," Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.