Enterprise Customer Success Manager

Overview

Job Description

Responsibilities

• - Serve as the primary point of contact and trusted advisor for a select customers at elvex, build solid relationships, and understand their business issues to be solved
• - Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives
• - Act as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectives
• - Lead the onboarding process for new Enterprise customers, ensure a smooth handoff from Sales and fast time to first value
• - Leverage templates to create a consistent customer journey, iterate on templates as you learn from each customer experience helping the entire team mature
• - Represent customer questions and feedback during this phase to our internal partners
• - Provide training and cover all adoption levers with all customers, coaching each customer on how to leverage elvex
• - Comfortably do discovery into your customers’ needs, uncovering upsell opportunities within your account book and flagging when there is risk
• - Develop account expansion strategies in partnership with Sales peers to drive revenue growth and customer lifetime value
• - Represent customer feedback to R&D teams, advocate for feature requests as needed
• - Own and report on your key performance indicators such as Retention, Healthscore, Active Users, EBRs, and more
• - Track progress against customer’s goals and objectives, ensure that we’re matching all adoption levers to their priorities, and report progress to elvex internal stakeholders
• - Identify trends, patterns, and areas for improvement based on your customer feedback

Required Skills

• - 3 - 7 years in a similar role within an international / B2B SaaS company
• - Proven experience in Enterprise Customer Success, including track record of attaining targets
• - Proficiency with tooling such as CRM software, Slack, Zendesk, Metabase, ChatGPT, Claude, Gemini, etc.
• - Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders
• - Familiarity with Value Selling and ability to do deep discovery with customers
• - Demonstrated project management experience, including planning, execution, and stakeholder management
• - Detail-oriented mindset with a focus on continuous improvement and operational excellence
• - Live into our company values: Make it Better, Make it Together, Make it Customer Driven
• - Ability to travel periodically and be in the office regularly

Benefits

• - Salary, Benefits and Equity: $100K to $165 OTE with an equity stake
• - True remote culture: Our company is 100% remote and we’re a founding team that embraced remote work for 10 years pre-pandemic
• - Bring your own device: Use the tools that make you the most productive and use our equipment budget to upgrade where needed
• - Equipment budget: $2k USD upon starting for you to use as you wish
• - Vacation: Unlimited (we just ask that you provide us more heads up the longer the time off you plan to take)
• - Personal and professional growth: In our previous company, most employees worked together for 5+ years
• - Work-life Balance: The elvex founding team all have families. We all work hard, but we understand not just the need for down time, but its benefits