Enterprise Customer Success Manager

Job Description

Articulate is looking for an Enterprise Customer Success Manager to join our amazing team! Our Enterprise Customer Success Managers (ENT CSMs) work with our largest customers to ensure they get maximum value from their investment in Articulate products. The ENT CSM will own a book of accounts within our Enterprise market segment and build & expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, renewal retention, and expanding our footprint within our largest, most strategic accounts. This role will report into our Senior Manager of Enterprise Customer Success.

What you'll do:

• Manage a book of 75-100 of our largest, most strategic Enterprise accounts.
• Own the renewal process for your accounts, navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention.
• Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews.
• Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities.
• Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers.
• Proactively drive customer adoption and mitigate retention risk.
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support.
• Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction.
• Be the voice of the customer internally to resolve customer challenges.
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building.
• Participate in all enrichment and enablement activities as assigned.
• Participate in special projects and additional responsibilities as needed.

What you should have:

• 8+ years experience working in a customer-facing account management, sales or customer success role.A strong understanding of customer success.
• Experience managing a book of 50+ customer accounts.
• Experience directly managing renewals, driving renewal strategy, and handling customer negotiations.
• A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions.
• Experience creating and upleveling strategic relationships with key stakeholders.
• Ability to prioritize a large but strategic book.
• Excellent critical-thinking skills.
• High commercial acumen and strong discovery skills.
• Resiliency, adaptability, and experience thriving in a fast-paced environment.
• Ability to work independently with a high sense of self-accountability and as part of a collaborative team.
• Excellent verbal, written communication and presentation skills.
• 2+ years experience in SaaS.
• 2+ years experience using Salesforce.

$99,900 - $149,900 a year The pay range for this position is $99,900 to $149,900 for all US locations. Articulate takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. Articulate also offers a robust suite of benefits, check out the website for a full list. Apply for this job