Senior Customer Success Manager

Start: April 2021
Location: USA – Remote during Covid-19. East Coast-based candidate preferred.
Relocation: No relocation provided.
Travel: Minimal as needed for meeting with Director of Customer Success and team
Salary: DOE. We offer a competitive total compensation package.

Castellan Solutions a leader in the business continuity consulting and software industry is adding a D Senior Customer Success Manager to the team. Our Senior Customer Success Managers work closely with our Prestige customers to discover their business needs and challenges and then coach them on the best way to use Castellan’s solutions (software, consulting, staffing and research) to solve them. Senior Customer Success Managers will use their industry experience and ability to work with both Senior Management and Practitioners to drive successful outcomes for their customers both at a strategic and tactical level. As a member of our Customer Success team, you will proactively build relationships, identify, and mitigate risk and expand product adoption.

Upon joining the team, you will quickly be assigned to working with our most strategic customers, helping determine the right level of resiliency for their organizations. You will apply Castellan’s proven process to implement business continuity and crisis management-related programs that are uniquely tailored to the organization you are working with and driving the value of their investment in Castellan solutions. The ultimate goal is to ensure that our clients are prepared for a disaster or business disruption and have the right capabilities to respond following an event.

Job Requirements

  • Own and improve the customer relationship.  

  • Being a dedicated partner for our customers to discover their business needs and challenges and coaching them to best use Castellan solutions to improve business continuity capability; drive increased adoption of Castellan solutions. 

  • Conduct Strategic Business Reviews with customers to establish critical goals and perform a success benchmarking assessment.

  • Create a customer Success Plan with key objectives and recommendations to improve customer continuity capability and ensure ROI of software investment.

  • Conduct Quarterly Business Reviews to track progress against established success plan, discuss product usage and performance and understand customer sentiment.

  • Manage customer contract renewals process (both software and recurring consulting/software services engagements) 

  • Identify and manage customer up-sell and cross-sell opportunities (software, consulting, software services and staffing engagements) 
  • Appropriately engage consulting and account executives to close new business 

  • Facilitate the annual capability assessment to benchmark customer program maturity, provide recommendations for improvement and identify service opportunities. 

  • Encourage customers to use appropriate Castellan resources (i.e. Community, forums, training, webinars, etc.) to reach the right level of continuity 

  • Partner closely with other cross-functional team members (e.g. sales, product management, support, consulting, software services, partners) to translate business needs and product requirements into new solutions 

  • Advocate customer needs and issues cross-departmentally within Castellan 


  • Flexibility and creativity when it comes to applying industry practices to solve complex problems
    Familiarity with enterprise risk management concepts and practices

  • Business Continuity program management experience

  • Proven track record of success with a verifiable history of exceeding sales and customer success goals

  • Driven by personal, team and company achievement with a commitment to excellence.

  • Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality.

  • Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.

  • Solution-oriented mindset to understand and solve complex customer issues.

  • Experience and comfort interacting with and influencing C-level executives.

  • Strong communication skills written and verbal with understanding of situational best practices.

  • Excellent presentation skills

  • Experience with Gainsight is preferred

Who You Are

  • Tenacious: you are determined to succeed, and you are motivated by the success of your colleagues and the community.

  • Curious: you are a lifelong learner and are always seeking ways to make things better.

  • Conscientious: You keep your promises, taking your commitments to others seriously, and you have strong integrity.

  • Humble: You lead with humility and empathy, respecting and learning from the perspectives of others.

  • Team Player: you understand that the team’s success is your own success and share responsibility when their team experiences difficulties along the way.

  • Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results.

  • Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions. 

  • Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.

The following statements are intended to describe the general nature and level of work being performed. This is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel.

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex or handicap.

Ready for some hands-on help? Let’s discuss how to best achieve your business continuity goals.