Scaled Customer Success Manager
Location
New York City
Employment Type
Full time
Location Type
Hybrid
Department
CommercialCustomer Success
About the role
- Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
- Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
- Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
- Achieve customer goals and address concerns in short-term interactions
- Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
- Contribute to the creation of scaled CS playbooks and email sequences to drive user activation
- Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
- Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
- Use data to identify risk or opportunity and segment a large book of business
- Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
- Represent the voice of the customer and influence the product development roadmap
- Work closely with Finance and Legal teams to ensure all contracts are accurate
About you:
- 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
- Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
- Consistent track record of achieving personal and team goals
- History of thriving in a rapidly-changing environment
- Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
- Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
- Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills
Compensation:
We're expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.
Hybrid:
Must be willing to come in the office in NYC or Austin, TX.
Benefits:
- PTO & Holiday Entitlement Policy
- Work from Abroad
- Team Meet ups & Company Socials
- Work From Home Budget
- Referral Scheme
- Enhanced Parental Leave
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