Enterprise Customer Success Manager

Cirrus Insight is a rapidly growing SaaS company providing sales enablement and predictive intelligence for FinServ, Tech, Pharma, and many other industries.  This Enterprise Customer Success Manager (Ent. CSM) will be focused on the adoption, retention, and expansion of our largest ARR customers. The Ent. CSM will be responsible for understanding the needs of their customers and building strategies to deliver consistent value that ensures future growth and renewals. The Ent. CSM’s performance is measured primarily on retention and expansion metrics, and secondarily on adoption metrics. Appropriate candidates will have experience in managing relationships with Fortune 500 clients for a SaaS technology company. They will have an entrepreneurial desire to succeed and have a proven track record in customer success. 

The ideal candidate will have specific examples of guiding Enterprise customers through onboarding, training, renewing, and expanding following the purchase of SaaS software. Accounts will be assigned based on ARR value and will average around 25-30 accounts per Ent. CSM. The Ent. CSM will need to be adept at gathering and communicating customer needs to internal audiences, and leading internal stakeholders to deliver solutions to the customers in a timely and well-coordinated manner. This position will have strong support from Marketing, Product, Support, Engineering, and Sales.

Responsibilities
      • Build authentic and trusting relationships with customer-base through reliable follow-through 
      • Identify and execute add-on business with existing accounts 

      • Enthusiastically present the vision, value, and the functional capability of Cirrus Insight solutions through phone, video conferences, social media channels as well as in direct face-to-face meetings as appropriate

      • Champion Customers implementations to ensure an optimal customer experience 

      • Achieve consistent expansion and retention goal assignments 

      • Forecast expansion and retention accurately 

      • Develop and deliver account plans for each account that lead to boosts in product adoption

      • Become a subject matter expert in the industry and be able to accurately present Cirrus Insight and how the product impacts the customer’s business model

      • Work with Cirrus Insight Marketing for support in driving awareness and adoption

      • Work with Cirrus Insight Product team to understand and articulate customer needs that inform product roadmap

      • Work with Cirrus Insight Support team to deliver exceptional support for end-users

      • Manage expansion and renewal opportunities effectively through all stages of the customer cycle

Requirements
      • Demonstrated ability to sell retain and expand SaaS Software into the F500 

      • Demonstrated ability to lead, manage and execute an enterprise-level customer success process

      • Deep knowledge of business leadership and sales operations best practices.  

      • Excellent working knowledge of Salesforce CRM

      • Excellent networking and strategic partnership skills 

      • Knowledge and understanding of social media platforms and their respective participants, tone, and purpose 

      • Demonstrated ability to meet and exceed revenue targets consistently

      • Excellent verbal and written presentation and communication skills

      • Track record of quota over-achievement

      • College degree

      • 3+ years enterprise customer success experience

      • Travel as needed for larger accounts (<2-3x/year)

Preferred

      • Experience selling SaaS Software to the Financial Services Industry

      • Experience in Salesforce administration

      • Trained and proficient in current customer success methodologies and best practices

      • Utilized Gainsight CS and Gainsight PX in previous roles

Personal Attributes

      • Natural leader, organized and effective communicator

      • Strong professional presence

      • Avid learner 

      • Ability to deal with uncertainty and work independently with minimal supervision 

      • Team player with the confidence to contribute individually and take the lead when necessary

      • Lead, manage and participate in cross-functional teams

      • Doggedness and determination and a natural inclination to go above and beyond minimum expectations 

      • Persuasiveness 

      • Sense of humor 

Compensation

The focus is on hiring the very best candidate.  This is a key position.   Compensation includes base salary, commissions, and bonus plus, full benefits package that includes health, life, dental, 401k, etc. Management is willing and able to put together the right package for the right candidate.