Enterprise Customer Success Manager

August 17

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Articulate

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Maker of the world’s most popular platform for online training, Articulate 360. Trusted by 120,000+ orgs worldwide.

e-Learning Authoring Tools • e-Learning • Screen Recordings • Online Learning Management • e-Learning Software

201 - 500

💰 $1.5G Series A on 2021-06

Description

• Manage a book of 75-100 of our largest, most strategic Enterprise accounts • Own the entire customer life cycle for your accounts, including onboarding, engagement and renewal • Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention • Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews • Accurately forecast renewal revenue for current and future quarters • Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities • Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers • Proactively drive customer adoption and mitigate retention risk • Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support • Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction • Be the voice of the customer internally to resolve customer challenges • Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building • Participate in all enrichment and enablement activities as assigned • Participate in special projects and additional responsibilities as needed

Requirements

• 8+ years experience working in a customer-facing account management, sales or customer success role • A strong understanding of customer success • Experience managing a book of 50+ customer accounts • Experience directly managing renewals, driving renewal strategy, and handling customer negotiations • A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions • Experience creating and upleveling strategic relationships with key stakeholders • Ability to prioritize a large but strategic book • Excellent critical-thinking skills • High commercial acumen and strong discovery skills • Resiliency, adaptability, and experience thriving in a fast-paced environment • Ability to work independently with a high sense of self-accountability and as part of a collaborative team • Excellent verbal, written communication and presentation skills • 2+ years experience in SaaS • 2+ years experience using Salesforce