Scaled Customer Success Manager

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