One stop solution to your remote job hunt!
By signing up you get access to highly customizable remote jobs newsletter, An app which helps you in your job hunt by providing you all the necessary tools.
About the role
We are looking for an experienced Customer Success Manager (CSM), who can motivate, coach, and steer customers through a digital transformation to achieve their goals. The CSM is accountable for the success of their customer base, and is well supported by all departments across Envisio. Our most successful CSMs are excellent relationship builders, motivate customers to do the recommendations they make, have an acute sense for what customers need, and pull in the right experts at Envisio to fulfill those needs.
Our customers are leadership teams in publicly funded / publicly accountable organizations (local governments, school districts etc.). They are highly dedicated teams responsible for big impact strategic initiatives. If you have experience working with senior leadership, have worked with governments, and/or have SaaS experience, we want to hear from you. This is a role that offers the intrinsic value of purpose and meaning in what you do - by helping publicly accountable organizations build trust with communities.
Key responsibilities
- Build meaningful relationships with Envisio's customers through quarterly business reviews, engaging emails, and in-person meetings (when appropriate)
- Manage a customer base to drive adoption, drive growth, increase revenue, and reduce churn
- Partner with customers to develop meaningful plans that feed their long term goals
- Partner with Implementation Consultants to ensure a seamless transition from Implementation to Adoption
- Guide and enable customers to transform over time how they manage their strategic plans and performance measurement, through the use of Envisio
- Offer best practice advice to the level of each customer's needs, partner with our industry experts when needed
- Analyze engagement data and research what customers need, in order to make quality recommendations during quarterly business reviews
- Celebrate goal achievement
- Encourage training and webinar attendance for continued growth
- Conduct renewals management on time
- Generate upsell and referral lead opportunities for Sales
- Work with the Product Team to champion customer insights and stories, shaping future product improvement
- Share Customer Success stories across the organization so they can be told to the Envisio community through stories, webinars, case studies, and blog posts
Key performance measures
- Annual gross and net customer revenue retention, measured quarterly
- Software adoption and customer satisfaction/health
- Customer maturity growth
About you
You are fun, enthusiastic and aching for a role where your work makes a difference in the lives of others. You are a proactive relationship builder with a proven ability to cultivate deep and meaningful relationships with your teams and clients. You're not afraid to talk but your real skill is listening.
- 5 years experience in a customer facing role for a SaaS company
- Experience in any of the following: Customer Success, Account Management / Sales, Consulting, Product Training
- You have a passion for public service
- Impeccable written and oral communication skills; you're talking to our customers
- Extremely analytical; you leverage data in all of your decision making
- Highly organized; your calendar reminders have calendar reminders
- Results oriented; you always have your next goal in mind, and a plan to get there
