Strategic/Enterprise Customer Success Manager
About The Position
The Enterprise Customer Success Manager will lead Shopmonkey’s Enterprise customer engagement and growth initiatives. You will play a pivotal role in working with Shopmonkey’s largest customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, franchises, and individual shop staff to drive adoption and engagement with key value-added products and features. You will work closely with cross-functional teams, including Sales, Implementation, Support, RevOps, and Product, to make sure the customer is successful throughout their entire journey with Shopmonkey.
Requirements
- 4+ years of experience in a Customer Success Or Customer Experience role within SaaS
- Ability to project manage and execute tasks at an executive level
- Team player willing to pick up and help others achieve shared goals
- Ability to use Success and Revenue tooling (i.e., Salesforce, Tableau, etc)
- Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
- Adapt while in an ever-growing team and customer base
- Data-driven decision maker and results
- Balance between thinking strategically with exceptional attention to detail and execution
- Are self-directed, highly motivated to succeed, and maintain an “always learning” posture
- Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes
Nice To Haves
- Automotive Industry Experience is a Plus
Responsibilities
- Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
- Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
- Using Data to Drive depth within your book of business, make strategic recommendations, and a cadence of QBRs
- Become a trusted advisor and advocate for customers’ stakeholders and executives
- Managing the payments/billing and administration side of your Book of Business
- Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintaining NRR
- Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
- Become the voice of the customer, and represent customer use cases internally
- Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required
Benefits
- $20 phone/internet monthly reimbursements
- Virtual activities and in-person meet-ups
- Laptop and super rad swag provided
- Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year.
- Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
- Short term and long term disability
- Employee assistance program
- Reimbursement for a personal health and wellness membership
- Generous parental leave
- 401(k) available upon hire
- 11 paid holidays
- Flexible time off - take the time off you need!
- Matching donations for approved charitable organizations
- Group volunteer efforts
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
