Strategic/Enterprise Customer Success Manager

What you will do:

• 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

We are looking for people who:

• Have 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
• Automotive Industry Experience is a Plus

Benefits

• Fully Remote Work
• $20 phone/internet monthly reimbursements
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided