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Envoy
Denver, CO, United States
About the Role In order for us to accomplish our mission, we need to make sure our customers love us. That is where you come in. We're looking for someone to not only get customers started with the product, but also follow their journey through to renewal. This person will work closely with our sales and support team to ensure our customers receiv
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About the Role
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.
his is a hybrid position that requires 3 days a week (Tuesday - Thursday) in our Denver office.
You will
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
You have
3+ years 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 customer’s goals as well as your own internal goals
You are
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
You'll get
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
Compensation description
Envoy's compensation package includes market competitive salary, equity for all full-time roles, and great benefits. If you are located in Denver, CO, our expected cash compensation for this role is $106K-$120K OTE (Annually). Final offers may vary within the range provided based on experience, expertise, and other factors.
If you have any compensation-related questions, please contact Recruiting after applying.
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Email Alert for Mid-Market Customer Success Manager jobs in Denver, CO, United States
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