Enterprise Customer Success Manager

August 3

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💰 Venture Round on 2022-03

Description

• As one of the early hires to a new Customer Success Management team, the Enterprise Customer Success Manager (CSM) must be both familiar and comfortable with the fast pace of a high-growth company (doubling YoY revenue this year) as we evolve into the next stage of our business. • This role will partner with cross-functional teams such as Onboarding, Customer Support and Product to drive successful launches with customers, properly manage expectations, drive customer outcomes and feature adoption, while managing the overall long-term relationship as their Tekmetric advisor. • You will work with a wide range of stakeholders, providing the highest level of service as owner of the partnership, responsible for the customer satisfaction metrics with primary focus on retention.

Requirements

• 3-5 years of Industry experience or B2B enterprise SaaS experience in a high-growth stage company highly preferred • Bachelor's Degree (Preferred) • Ability to travel ~10% of the time • Project Management Profession (PMP certification preferred) • Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints • Plan and ensure execution of customer projects, including launch prep and partnering with Product and Development on configuration and customization of integrations—the ability to notify stakeholders on schedule slippage, transmittals/logs • Ability to assess customers' organizational structure to drive value • Provide proactive outreach and service to assigned book of business • Highly organized and systematic, ensuring all issues are managed to completion • Utilize metrics and objective measurements to assess customer success and improvement opportunities • Provide excellent customer experience and be obsessed with providing a positive experience throughout the customer journey

Benefits

• Flexible and remote work opportunities • Generous PTO • Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones • Excellent Medical, Dental, Vision and Prescription Drug Coverage • 401(k) Retirement Savings Plan with a 6% Match • Employer covered STD, LTD, Life and AD&D Insurance Programs • Up to $60 monthly for wellness expenses and activities • Education Assistance- includes undergraduate/graduate courses and continuing education