Mid-Market Customer Success Manager

Envoy • Austin, TX

2d • Onsite

About The Position

At Envoy, we believe in delivering exceptional customer experiences, and as a Mid-Market Customer Success Manager, you will play a pivotal role in ensuring our valued customers achieve their desired outcomes. Your unwavering customer focus and passion for excellence will drive you to build strong relationships, understand customer needs, and proactively identify opportunities for growth and success across the customer lifecycle. At Envoy we take a highly team-centered approach with our customers, and as a Mid-Market CSM, you’ll collaborate closely with your fellow CSMs, as well as cross-functional teams including Sales, Support, SEs, and Product.
This on-site position requires working four days a week (Monday-Thursday) in our Austin office.

Requirements

• 3+ years of experience in a customer-facing role such as Customer Success, Account Management, or Customer Experience in B2B SaaS companies
• Expertise in post-sales customer lifecycle management with 50-100 accounts
• Excellent prioritization skills that allow you to execute high-touch and tech-touch strategies simultaneously
• Terrific presentation skills
• Ability to leverage data to help achieve your customers’ goals as well as your own internal goals
• Passionate about helping customers achieve stellar results
• An exceptional writer and spoken communicator
• Highly organized & autonomous
• Comfortable and energized operating in a fast-moving organization
• Entrepreneurial and self-motivated
• Consultative with demonstrable experience
• Enthusiastic about learning and growing at Envoy
• Intellectually curious and ambitious

Responsibilities

• Efficiently manage your accounts (~70) across the customer lifecycle, from implementation to adoption to renewal (renewal transactions are led by your colleagues on the Renewal Manager team)
• Ensure a success plan and metrics are in place with each customer to help them achieve business value with Envoy
• Identify customers with low usage or high risk, and help drive higher adoption, account health, and retention
• Leverage tools and technology to deliver value to multiple accounts at once through email campaigns, training/webinars, new collateral, and office hours
• Identify expansion opportunities within your account base, and work with AEs and RMs to win these opportunities
• Be the Voice of the Customer by helping drive escalations to resolution as well as by gathering and managing product feedback requests
• Ensure you maintain updated account records and accurate retention forecasts

Benefits

• A high degree of trust in your ideas and execution
• An opportunity to partner and collaborate with other talented people
• An inclusive community where you feel welcomed and cared for as a person
• The ability to make an immediate impact, helping customers create a great workplace experience
• Support for your personal and professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed