Customer Success Manager • Mid-Level

Who you are

You have a proven track record in customer success management, particularly with enterprise-level clients. Your experience includes managing relationships with Fortune 50 companies, hospitals, and government agencies, ensuring they receive the highest level of service and support. You excel in understanding customer needs and translating them into actionable strategies that drive success and ROI.

You possess excellent communication skills, allowing you to effectively liaise between customers and internal teams. Your ability to coordinate resources and subject matter experts ensures that customer issues are resolved promptly and efficiently. You are proactive in identifying potential challenges and addressing them before they escalate, demonstrating your commitment to customer satisfaction.

You thrive in a fast-paced environment and are comfortable juggling multiple accounts while maintaining a high standard of service. Your organizational skills enable you to keep track of various customer needs and ensure that all stakeholders are aligned. You are passionate about helping customers achieve their goals and are dedicated to fostering long-term relationships.

Desirable

Experience in IT operations or digital employee experience (DEX) is a plus, as it will help you understand the unique challenges faced by your clients. Familiarity with automation and proactive remediation strategies will enhance your ability to provide valuable insights to customers.

What you'll do

As an Enterprise Customer Success Manager at ControlUp, you will be responsible for managing a portfolio of top-tier accounts. Your primary focus will be on ensuring customer success and satisfaction with our product suite. You will act as the main point of contact for your clients, addressing any issues that arise and coordinating with internal teams to provide solutions.

You will conduct regular check-ins with customers to assess their satisfaction and gather feedback on our products. This feedback will be crucial in helping us improve our offerings and better serve our clients. You will also be responsible for identifying opportunities for upselling and cross-selling additional services that can enhance the customer experience.

Your role will involve collaborating closely with various departments, including Support, R&D, and Marketing, to ensure that customer needs are met. You will leverage your knowledge of our products to provide insights and recommendations that drive customer success. Additionally, you will track customer engagement metrics and work to improve them over time.

What we offer

At ControlUp, we believe in creating an autonomous workplace where technology empowers employees to work smarter. You will be part of a dynamic team that is dedicated to transforming the digital employee experience. We offer competitive compensation and benefits, along with opportunities for professional growth and development.

You will have access to a wealth of resources and support to help you succeed in your role. Our culture encourages collaboration and innovation, allowing you to contribute your ideas and make a meaningful impact on our customers and the company as a whole.