Enterprise Customer Success Manager

August 29

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CaptivateIQ

WebsiteLinkedInAll Job Openings

Software • Sales Commissions • SaaS • Internet • Payroll

201 - 500

💰 $100M Series C on 2022-01

Description

• Understand customer business objectives and needs, develop tailored success plans to help them achieve these goals, and regularly review progress towards those goals through check-ins and business reviews. • Become a trusted advisor to customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ. • Serve as a subject matter expert on CaptivateIQ’s platform and provide ongoing best practice use cases of CaptivateIQ based on the understanding of customers' business, needs, and desired outcomes. • Advocate for customer needs and requirements within the company, influencing product development and roadmap, as well as service improvements. • Monitor customer usage and adoption of the platform, identifying opportunities for improvement and growth. • Proactively identify and address any issues or challenges customers may face, providing solutions and best practices, and partnering with internal stakeholders to address those challenges in a proactive and timely manner. • Drive customer retention and renewal efforts, ensuring high customer satisfaction and loyalty. Negotiate contract renewals and extensions, ensuring continued partnership and success. • Identify upsell and cross-sell opportunities within assigned accounts, collaborating with internal stakeholders to expand account value.

Requirements

• 5+ years of experience in customer success, account management, or a related role, in a SaaS environment. • Proven track record of managing and growing enterprise-level customer relationships ($100k+ ARR). • Strong communication, presentation, and negotiation skills, with the ability to influence stakeholders at all levels. • Highly organized, self-motivated, and able to work independently in a fast-paced environment. • Aptitude to understand a technical product and to effectively speak to product features with customers. • A problem solver end to end with an ability to think strategically and structure complex issues into digestible frameworks, and follow up with strong execution. • Experience with incentive compensation management, sales performance management, or related fields is highly desirable.