Strategic Digital Customer Success Manager

As a Strategic Digital Customer Success Manager at Envoy, you will play a crucial role in developing and implementing the foundations of the company's digital customer communication program. Your responsibilities will include driving value and results within high-growth SMB accounts, coaching and supporting the Digital Customer Success Manager team, managing Envoy's large portfolio of customers, and improving customer-facing interactions to increase metrics such as product adoption, customer satisfaction, retention, and expansion revenue. This hybrid position requires collaboration with various teams and a passion for using data and technology to understand customer behavior and drive customer value, retention, and growth.

• Execute one-to-many customer engagement strategies for long-tail customers
• Monitor customer usage data, health indicators, and renewal dates to inform segment-specific success programs
• Ensure Envoy customers derive maximum value from their investment in the platform, utilizing key features and products
• Serve as a customer advocate to the rest of the organization, working cross-functionally to monitor success and inform the product
• Represent Envoy as a domain and product expert in customer interactions, both online and offline
• Provide coaching and mentorship to Scale Customer Success Managers
• Push for industry-leading NPS scores
• Have 3+ years experience in a customer-facing role with a background in customer lifecycle management over a large portfolio of accounts
• Have 1+ years experience in managing programs or people
• Have a strong drive to execute and iterate on programs, an analytical mindset, and an ability to balance multiple priorities
• Have experience implementing digital tools, assets, and workflows within a Customer Success team
• Have excellent written and verbal communication skills, with an entrepreneurial attitude and passion for learning
• Have the ability to leverage data and business intelligence to make informed decisions.

• 3+ years experience in a customer-facing role with a background in customer lifecycle management over a large portfolio of accounts. Specific Digital or Scale Customer Success experience preferred.
• 1+ years experience in managing programs or people
• A strong drive to execute and iterate on programs, an analytical mindset, and an ability to balance multiple priorities.
• Experience implementing digital tools, assets and workflows within a Customer Success team.
• Excellent written and verbal communication skills, with an entrepreneurial attitude and passion for learning.
• The ability to leverage data and business intelligence to inform segment-specific success programs.
• Monitor customer usage data, health indicators, and renewal dates to inform segment-specific success programs.
• Ensure Envoy customers derive maximum value from their investment in our platform, utilizing key features and products.
• Serve as a customer advocate to the rest of the organization, working cross-functionally to monitor success and inform the product.
• Represent Envoy as a domain and product expert in customer interactions, and online in both customer-facing and internal communities.
• Provide coaching and mentorship to the Scale Customer Success Managers, helping them to become a best-in-class customer success unit.
• Always push for industry-leading NPS scores.

• 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
• Market competitive salary
• Equity for all full-time roles
• Great benefits