About Everstage: Everstage is revolutionizing sales compensation in the B2B SaaS world. We're on a mission to make sales commissions seamless and transparent, and we're looking for a talented Customer Success Manager to work with our largest and most strategic customers.
The Role: As a Customer Success Manager, Enterprise/Strategic Accounts, you are a results-driven, customer obsessed professional focused on building strong relationships with Everstage’s largest and most strategic customers. You are able to navigate complex organizations to drive value realization of a customer’s investment, positively impacting overall account health and customer satisfaction.
You will facilitate and coordinate all business functions around a set of aligned customer goals, focusing on product adoption, success and growth. Internally, you will preemptively coordinate cross-functional teams around customer success goals; externally, you will work directly with the customer, helping assemble key resources to deliver the appropriate experience to meet their goals.
You are not afraid to make decisions and act, especially when you face uncertainty. You oversee and ensure prioritized alignment of coordinated outcomes across Customer Support, Implementation & Onboarding, Sales, Product, Marketing and customer engagements.
Performance Areas:
01. Retention & Renewals
02. Product Adoption
03. Customer Advocacy
04. Customer Health & Satisfaction
What You’ll Do:
01. Be a trusted advisor by aligning to the customers’ success expectations, owning account health and overall book of business
02. Build lasting relationships with accounts that differentiates us from the competitors
03. Understand the customers’ business needs by defining a personalized, strategic success plan, implementing creative programs, 04. and adapting objectives based on the insights and analytics of our customers’ success
05. Set standards for proactive engagement, network, and grow relationships across a business, and drive community growth within the account.
06. Ensure customers renew contracts, identifying any risk of churn, working to mitigate
07. Understand customers’ business requirements and use cases to continually identify growth opportunities, expansion of services and tools to meet the most important customer needs, partnering with Sales
08. Ensure engagement strategies across all customer roles: Champion, Decision Makers, Executives, Influencers and Daily Users
09. Identify problems – internally and externally – and proactively solve them
10. Proactively use measurements, metrics, and controls, to effectively manage the overall portfolio of customers
11. Collect data on and deeply understand customers' wants and needs, using the data to create a value narrative
12. Bring the voice of the customer back into the business, with teaching moments that ‘wow’ the customer
13. Drive product adoption by keeping customers current on the latest news, product updates & knowledge, training, services, and product enhancements
14. Understand market trends and keep up to date with the latest developments, trends and technology impacting our function and industry
15. Provide senior leadership and sales with account updates especially “at risk” accounts
16. Maintain thorough and consistent customer records via CRM & other internal systems
What We’re Looking For:
01. Total commitment to learn, improve and be part of our great success story
02. Minimum of 5+ years’ experience within a Customer Success, Account Manager or Services team in a like-minded role.
03. Experience managing $4m+ books of business
04. Significant prior experience defining and implementing success and engagement strategies
05. Strong leadership skills within the team, across the company, and in managing challenging customer issues.
06. Strong listening skills
07. Ability to prioritize accounts based on tiering and manage appropriately.
08. A customer-first mindset – you start with the customer and work backwards.
09. When faced with a tough decision that will help you and your team move forward, you are not afraid to step up and make the call.
10. Highly collaborative and able to work as part of cross-functional teams.
11. Strong communication and interpersonal skills and an ability to build professional relationships at all levels and across the organization – internally and externally.
12. Strong industry expertise
13. Great emotional intelligence and demonstrated customer empathy
14. Good project management skills
15. Highly developed problem solving and negotiation skills
16. Willing to get creative and be innovative to drive continued success
17. Ability to make formal and informal presentations to staff and clients
Why Everstage? We're changing how businesses handle sales compensation, and we need a skilled content professional to help us tell that story. You'll have the opportunity to make a real impact, work with a dynamic team, and grow your skills in a fast-paced environment.
India
