Enterprise Customer Success Manager (US)

Dayshape•Austin, TX

4d•$120,000 - $130,000•Remote

About The Position

The Enterprise CSM will manage a portfolio of complex accounts that require strong relationship management and a consultative approach. We focus on user adoption and driving value via feature usage and optimisation, working as our customers strategic advisors to ensure they’re getting maximum ROI from Dayshape.

Requirements

Significant experience working in Customer Success or Account Management at a senior level with enterprise customers, including managing 6 or 7 figure deal sizes and building relationships with executive-level personas
Deep understanding of how complex Professional Services firms operate
Experience directly influencing revenue expansion, namely upsell, cross-sell, and relationship expansions that drive economic value
Experience designing and delivering strategies that help customers improve product deployment, adoption, engagement, and ROI
Experience selling software and/or SaaS
Able to challenge customers’ thinking in order to help them achieve their goals, taking ownership and leading the conversation/situation when required
Self-sufficient and able to problem solve with an entrepreneurial and customer-first mindset
Able to tailor communication across different functions and levels, including leading webinars and other public speaking
Accomplished presenter of technical and business solutions in an informative and relevant manner
Collaborative and able to engage stakeholders and “get the right people around the table” to investigate and tackle issues that may arise
Demonstrable experience improving customer treatment strategies, internal cross-functional alignment, and Customer Success business processes at a high-growth firm
Highly organized and able to manage lots of relationships, projects, actions, and many other moving parts concurrently (often with competing priorities)
Comfortable with mentoring and leading more junior members of a team.

Nice To Haves

Experience working with Professional Services or Public Accounting customers
Experience working with, implementing or supporting HR/ERP systems such as SAP, Workday etc.

Responsibilities

Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the US
Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services
Create, maintain and distribute monthly status reports, health scores and other key metrics
Manage stakeholders throughout the customers organization, ranging from super users, product owners, resource managers, and C-suite (including CIO)
Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
Participate during Dayshape implementation, working closely with the Professional Services team
Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

Benefits

Salary $120,000-$130,000 dependent on experience
Annual performance-based incentive compensation element
Generous allowance of 20 vacation days plus public holidays on top
Vacation days increasing by 1 day each year of service to a maximum of 27 days
Comprehensive healthcare plan
401k
At least $1,400 per year to spend on professional and personal development.
Regular All Hands meeting for inspiration and over-communication
Monthly team events (sometimes in-person, sometimes virtual)
Volunteering time – up to 20 hours a year to participate in volunteer work
Innovation Week twice a year - a chance to experiment and work off-project
Genuinely nice, smart people to work with, who are excited about growing our company