Enterprise Customer Success Manager

Role Overview

As an Enterprise Customer Success Manager, you will own and manage a portfolio of high-value and complex customers, delivering a world-class customer experience and evangelizing the benefits and value of the Trolley platform. You will develop and maintain strong relationships with customers, becoming a trusted advisor and advocate for their success.

What You Will Do

Your responsibilities will include owning and managing a portfolio of high-value and complex customers, delivering a world-class customer experience, developing and maintaining strong relationships with customers, and providing a strong functional consultative approach to customer management.

Why It Might Be a Fit

We are looking for a customer-focused technical expert who is passionate about building strong client relationships, solving complex challenges, and helping customers realize the full value of the Trolley platform. If you have 10+ years of progressive and consultative experience in customer-facing account management roles, 5+ years of experience in Customer Success in B2B SaaS/Software managing large mid-market accounts, and a high degree of initiative, courtesy, and professionalism, you may be a good fit for this role.

Requirements

• 10+ years of progressive and consultative experience in customer-facing account management roles
• 5+ years of experience in Customer Success in B2B SaaS/Software managing large mid-market accounts
• Experience in financial services, SaaS payment automation, and the internet economy/music royalties
• Ability to learn and pivot quickly in a fast-paced, often ambiguous environment
• Experience managing multiple stakeholders, departments, and implementation cycles
• High degree of resourcefulness, flexibility, and adaptability
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• Experience conducting product demonstrations and training sessions
• Analytical mindset with experience using data to drive decisions and improve customer success
• Excellent problem-solving, negotiation, and commercial skills
• Proven track record of driving customer success and retention
• Proactively working with at-risk customers to mitigate churn
• Outstanding command of the English Language – written and spoken
• Experience in working with SaaS business/enterprise applications
• Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment
• Confident and proactive team player
• Self-motivated and able to think on your feet when dealing with customers
• Exposure to CRM best practices (Salesforce preferred)
• Comfortable with Google Apps (Gmail, docs, calendars)

Benefits

• Competitive base salary and bonus
• ESOP Program: Meaningful equity and ownership that aligns your success with ours
• Extended healthcare benefits from Day 1
• 4 weeks paid vacation per year + public holidays (+ 1 extra vacation day per year of service)
• 30 days remote work from anywhere
• Gym membership allowance
• 1/2 day Fridays off during summer
• Company-provided use of Apple MacBook Pro and Mac gear

Tagged as: Salesforce