Enterprise Customer Success Manager

| Greater Denver Area | Remote
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If you are the kind of person who believes that people feel more fulfilled and empowered in their work when they see a direct connection to a mission that matters to them, then Gtmhub may be right for you.

We believe that everyone deserves to work in an environment where there is consistent alignment between mission and activity; where transparency breeds trust; where accountability reigns; and where focus results in positive outcomes.

That is why we have built the world’s best business orchestration platform, powered by the proven OKR methodology, so our clients (and we!) can achieve the missions that matter.

Gtmhub is seeking an Enterprise Customer Success Manager to lead our top customers. This position will report to our Vice President of Customer Success and will be based out of Denver, Colorado. Our Customer Success is unique as our platform host customer’s strategies (Objectives and Key Results - OKRs) requiring a highly consultative approach among our Customer Success Managers in addition to SaaS responsibilities.

This presents both challenges and opportunities working with the C-Suite at brands such as Adobe, Red Hat, NIKE, Experian, Lumen, Mazda, & CNN. Our ideal candidate has proven experience with the art and science of Customer Success/Account Management while wielding a consultative approach and is ready for a new challenge at scaling organization with a company that grew 3x in 2020 and has just raised a Series B of $30 million.

Your Responsibilities:

  • Become an expert on Gtmhub’s platform to educate customers on the use and benefits of our strategy execution software. This entails becoming a guru on OKRs.
  • Surgically manage and lead onboarding of Gtmhub to 1,000s of users at large enterprises. This will at a minimum include executive to individual contributor level Gtmhub training, strategic & tactical execution, risk mitigation, and highly effective project management.
  • Develop best practices for new customer onboarding and customer growth/renewal to ensure ongoing customer success. This means being operationally savvy, able to identify and eliminate process friction, and sharing your ideas/learning with the greater CSM team.
  • Ability to effectively manage external and internal stakeholders including product, engineering, sales, and support on commitments made to customers. This also includes managing our partners who deliver ‘OKR activation services’ in conjunction with our Gtmhub teams. Effective cross-functional, collaboration is required to be successful in this role.
  • Use your expert Gtmhub product knowledge to constantly define value for our customers and learn to decrease that time to value. This involves a high level of creativity and working directly with our Technical Success engineers to innovate unique solutions for outstanding customer success.
  • Use your creativity & consultative approach to build credibility, relationships, and influence C-level stakeholders. Be able to genuinely build champions that result in deep trusted relationships.
  • In succeeding to show value to customers while building internal champions, you’ll influence renewal and expansion conversations. This requires understanding complex, matrix organizations to identify expansion opportunities for the Sales team.
  • Run Quarterly Business Reviews (QBRs) that communicate the business value of Gtmhub, promote renewal/expansion, and results in synergies with our best customers.
  • Co-create and execute ‘Success Plans’ that roadmap the customer's value with Gtmhub and are reviewed quarterly during QBRs.
  • Drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time).
  • Energized by technical troubleshooting and comfortable interfacing with technical teams.
  • Represent the voice of the customer effectively communicating their needs to Product & Engineering.
  • See our customers face to face to build deep trust - up to 35% travel is highly possible

Requirements

  • 2-5+ years of Customer Success/Account Management experience at a SaaS company.
  • 1-3+ years of consulting/advising experience.
  • Enjoys deploying successful tactics for executive engagement, account planning, content creation, and connecting business value to technology.
  • Knowledgeable in the SaaS marketplace and applies that knowledge to Customer Success/Account Management.
  • Ability to manage implementations and derive solutions confidently.
  • Understands the daily requirements of a fast-paced start-up scaling rapidly and takes pride in being able to level-up to meet growing pain challenges.
  • Have an intellectual curiosity and are very passionate about the work you do.
  • A leader who brings contagious energy to your customers and is growth mindset oriented.
  • Enjoys consulting/advising to solve complex customer problems creatively and can relay those solutions through excellent communication.
  • Experience with Salesforce, Jira, Intercom, and OKRs are pluses!

Benefits

  • Competitive base salary and bonus opportunities (salary range of $70k - $80k)
  • Stock option opportunities
  • Unlimited PTO
  • Full medical, dental, and vision insurance coverage through United Healthcare
  • Access to a 401(k)
  • Meaningful and challenging work
  • Uniquely open and casual environment
  • The opportunity to work with very smart and driven people
  • The ability to grow your talents and career
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Location

Our Denver team is small but mighty and growing, currently around 30. We have ~70 team members across the rest of the US, and our remaining crew spans the UK, Germany, France, Bulgaria, and beyond. Our Denver office is located in the heart of downtown, on 16th & Welton.

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