Location: NY, NY Office: Hybrid
About our client: Our client is a performance and engagement solution that leverages employee and customer data to blend real-time performance management with personalized microlearning and advanced gamification. Their platform seamlessly integrates with all major enterprise systems and is deployed by some of the world’s leading organizations. They are a hard-working, fast-moving, growing company that has an encouraging, inclusive culture that makes for an enjoyable place to work.
Responsibilities:
- Lead a team of Customer Success and Technical Account Managers, ensuring that they have the mentorship and support they need to create deeply engaged relationships with our customers
- Ensure ongoing renewal and expansion with your own portfolio of customers as well as those managed by your team
- Manage a portfolio of our highest potential Enterprise Accounts (including some in Spanish-speaking countries) across all stages from implementation through expansion and retention.
- Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale.
- Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business.
- Work with customers to develop and execute a success plan that outlines how our client will address their business needs and measure performance against established metrics/KPI’s.
- Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow our business and platform.
- Actively update customers on the evolution of the product. Show how the Product evolution will continue to enhance functionality and support customers’ evolving use cases and business needs.
- Collaborate with Sales, Marketing, Product, and our Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all our available resources to drive customer success.
- Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs.
- Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement.
- Serve as member of CS leadership team, elevating team challenges/needs, proposing new solutions for both internal processes and customer management and constantly looking to improve all facets of our Customer Success playbook.
Requirements:
- At least 8 years of customer management experience leading a portfolio of high touch Fortune 1000 SaaS accounts with an emphasis on renewals and expansion
- Minimum 3 years experience managing team of junior Customer Success Managers and/or consultants
- Experience working with B2B SaaS companies. You may have worked on change management initiatives or are familiar with organizational change management principles
- Comfort discussing both commercial and technical topics and engaging in commercial negotiations with senior executives
- Ability to use data to demonstrate business value
- Ability to rapidly develop and deliver creative solutions for complex business problems
- Experience leading and delivering new customer implementations
- Strong presentation skills and ability to establish credibility and relationships with C-level executives
- Excellent written and verbal communication skills
- BA or BS required
- Bilingual Spanish/English Required
You’ll succeed in this role if:
- You can excel in a rapidly changing, hyper-growth, startup environment, as an entrepreneurial, self-starter and highly collaborative team member.
- Working with a small, motivated team and having the ability to have your voice heard on day 1 excites you.
- You have experience within a globally dispersed, multilingual team.
- You love getting your hands dirty – no task is beneath you when it comes to the success of your customers.
- You have a positive attitude and will lead by example
Benefits: You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future. They offer a competitive compensation package, which includes: comprehensive health, dental and vision insurance, life insurance, generous PTO, happy hours, parties, and events to insert joy into the workflow, and most importantly, great people, growing market and a real opportunity for success. Role is hybrid office/work from home.
Compensation: competitive base salary, bonus, options + employee benefits