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Senior Customer Success Manager, Enterprise

Textio

Textio

Customer Service, Sales & Business Development
Hawaii, USA · Illinois, USA · California, USA · New York, USA · Texas, USA · Colorado, USA · Oregon, USA · Washington, DC, USA · Texas, USA
Posted on Sunday, January 14, 2024

Note: We support 100% remote work for applicants who reside in the following states: California, Colorado, Hawaii, Illinois, Massachusetts, New York, Oregon, Texas and Washington.

Textio helps companies hire and retain diverse teams by eliminating bias in the most critical moments across the talent lifecycle. Textio gives you the tools to build high-performing teams by attracting diverse talent and supporting their career growth.

As an Enterprise Sr. Customer Success Manager (CSM) at Textio, you will develop and advance relationships with our largest enterprise customers. In this role, you will help them recognize the value of Textio throughout their customer journey by assisting them in achieving their goals and driving product adoption. Your responsibilities include engaging in renewal and expansion discussions for your accounts. As the internal voice of the customer, you will partner closely with the sales, marketing, and product teams to improve our customers' experiences and inform product enhancements. Your cross-functional efforts are expected to lead to outstanding customer satisfaction, the generation of case studies, and the driving of our business growth through renewals and expansions.

What you’ll be doing:

  • Retain and grow a portfolio of Textio's large Enterprise and Strategic customers.
  • Prepare, implement, and complete customer engagement activities such as business reviews and success plans to drive adoption, renewal, advocacy, and expansion.
  • Regularly review customer health metrics and develop strategies for improvement and retention.
  • Be responsible for the entire renewal process and collaborate to drive cross-sell opportunities to meet revenue and growth goals.
  • Effectively use customer relationships to secure introductions to key decision-makers for cross-sell opportunities
  • Understand each customer's unique goals, expectations, and challenges, and tailor strategies accordingly by actively listening, asking questions, and guiding the conversation.
  • Develop and expand relationships across HR Leadership, Talent Acquisition, DE&I, and Employer Brand departments within the accounts you own.
  • Give back to the team, guiding them from your experience and setting an example for other CSMs
  • Helping companies build a culture of belonging with the language they choose to put out in the world.

We’d love to hear from you if you:

  • Have successfully managed and worked with strategic enterprise-level customers, including handling their renewals.
  • Are a skilled, strong negotiator with experience in leading large, complex procurement cycles.
  • Can translate business goals into tangible outcomes and build strategies aligned with customer needs.
  • Are adept at driving customer adoption and providing value consultation to multiple senior partners.
  • Are highly organized and can effectively prioritize tasks for maximum customer value.
  • Can inspire customers with a vision of what’s possible with Textio.
  • Are a strong communicator, both verbally and in writing.
  • Are results-minded, capitalizing on the diverse strengths of those around you.
  • Are an excellent customer success practitioner, able to handle your book of business, bringing up issues to leadership, and taking ownership of key account actions.
  • Are proactive—you find the opportunities to help customers and you take them
  • Possess a strong collaborative spirit.
  • Have a consistent record of trying and learning new things.
  • Have a point of view but maintain a low ego!

Nice to have experience:

  • You’ve worked with similar teams in a SaaS startup before
  • Prior experience in recruitment, HR tech, or machine learning tech

Benefits

We are looking to build a truly diverse, equitable, and inclusive team. We have a number of outstanding benefits to support that.

  • We offer flexible schedules and unlimited time off. Take vacations to recharge and work the schedule that makes sense for you. We’re about long-term growth and success, so that means working sustainably.
  • We provide outstanding health care, dental, and vision coverage for you and your family.
  • Paid time to volunteer at non-profits. If you volunteer enough, we’ll match your hours with donations.
  • On demand mentoring with Bravely.

This is a rare opportunity to help define a growing customer success management team in a well-funded SaaS startup with excellent customer traction.

The base salary for this role’s listed level is currently $115,500 (OTE: $165,000). Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. We will provide more information on our benefits and equity upon requests. Sales roles are also eligible for incentive pay targeted up to or over 100% of the offered base salary (uncapped). Disclosure as required by the Colorado Equal Pay for > Equal Work Act, C.R.S. § 8-5-101 et seq.

Textio embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Textio requests applicants shared demographic information because having a recruitment process that is fair and unbiased is at the core of who we are and what do. The information we collect helps us measure, and holds us accountable to, our progress towards building a diverse and inclusive workplace. The data enables us to perform internal analysis on our hiring practices. If we see any unintentional biases or disparities in our process, we can work to address and eliminate them. It allows us to continuously improve our hiring procedures and make them more equitable and hold ourself true to being able to hire and retain a diverse team.

Please note that providing this information is completely voluntary. Any information you provide will be kept confidential and will not impact your chances of employment in any way. The data is used strictly for statistical purposes and to ensure fairness in our hiring processes.

Persons who are deaf, hard of hearing, blind, or have speech disabilities, please dial 711 to access telecommunications relay services.

Working at Textio is outstanding. Learn more about our philosophy, benefits, and team at https://textio.com/careers/.

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