Enterprise Success Manager

Company Description

Candidly was founded in 2016 to flip the script on what it means to plan, borrow, repay, and save for college. Today, we’re the category leader with the market’s most comprehensive AI-driven student debt and savings optimization platform. We partner with hundreds of top employers, financial institutions, and retirement record keepers, positioning Candidly to serve more than 35 million Americans.

We’re already achieving incredible results — to date, we’ve helped our users get on track to eliminate more than $1.8B in student debt and pay off their loans 175,000 years quicker — and we’re seeking movers, shakers, innovators, and problem solvers to help take our mission even further.

Candidly is a high-growth, Series B startup, funded by leading investors including Altos Ventures, Aflac, Salesforce Ventures, UBS, Equal Opportunity Ventures, Impact Engine, Rethink Impact, Unum, and Cercano Management. Our fully remote, international team of 70 (and counting) includes alumni from Google, UBS, Twitter, Plaid, Prudential, LendingTree, Morgan Stanley, Deutsche Bank, and more.

Job Description

As an Enterprise Success Manager, you will be a critical member of our Customer Success organization, tasked with using your unique perspective to add value to our customers—and our company. Your primary responsibilities include overseeing a portfolio of top-tier accounts and establishing internal feedback mechanisms to drive the evolution of our product in alignment with customer needs.

From the very start, you'll cultivate meaningful connections with every customer, gaining insights into their objectives and requirements. You'll take a proactive approach in identifying opportunities for their growth and partnering with them to attain their goals.

The ideal candidate is a self-starter with a heavy bias for action, comfortable working directly with customers, including C-suite executives. As a remote team member, you have no problem applying project management to your everyday tasks and managing work that serves cross-functional stakeholders. Your approachable demeanor is complemented by your commitment to simplifying complexity through the art of storytelling and providing outstanding customer service.

Key Responsibilities

• Own a named portfolio of Candidly's highest-ARR and highest-growth-potential enterprise accounts
• Become an expert on the Candidly platform and champion of our brand, you will strive to provide our customers with that “delight” moment
• Externally serve as the first point of contact for our customers, keeping a high concern for quality of product and experience
• Internally serve as the central point of contact for the organization on all customer initiatives
• Use AI-assisted tools to streamline meeting prep, QBR/EBR development, and account documentation — reducing administrative time and increasing time spent on strategic account work
• Collaboratively develop success plans aligned with customer objectives, and communicate progress on these plans internally and externally via activities such as business reviews
• Develop innovative ways to share relevant and impactful insights back to customers, building a narrative around the value and ROI achieved with Candidly
• Generate excitement for new or developing products by working with marketing, product and sales on rollout plans, pipeline management and upsell/expansion campaigns
• Optimize existing processes and seek to improve all aspects of the customer experience with the company
• Continually strive to exceed customer satisfaction and NPS targets
• Document all communication with customers accurately and in a timely manner
• Foster a culture of professionalism and customer advocacy