Enterprise Customer Success Manager
The Enterprise Customer Success Manager will lead Shopmonkey’s enterprise customer engagement and growth initiatives. You will play a pivotal role working with Shopmonkey’s largest customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, franchises, and individual shop staff to drive adoption and engagement with key value-add products and features. You will work closely with cross-functional teams, including sales, implementation, support, and product to make sure the customer is successful throughout their entire journey with Shopmonkey. You have the opportunity to
Develop relationships with enterprise customers, understand how their shops run and what makes their business successful Check in proactively on a regular cadence to ensure customers are happy, engaged, and have a high adoption of Shopmonkey’s offerings Drive depth within your book of business, make strategic recommendations and a cadence of QBRs Become a trusted advisor and advocate for customers’ stakeholders and executives Drive value-add upsells, cross-sells, and successful renewals for both growth and retention Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness Become the voice of the customer, and represent customer use cases internally Visit customers and attend events/trade shows, as required
We are looking for people who
Have 5+ years experience in an enterprise customer success role within SaaS Have a high EQ and demonstrable empathy. You are relentlessly customer-focused Adapt while in an ever growing team and customer base Balance between thinking strategically with an exceptional attention to detail and execution Are self-directed, highly motivated to succeed, and maintain an “always learning” posture Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity Have an impressive executive presence and communication skills, both written and verbal As a nice plus, truly appreciate cars and/or are familiar with the automotive industry!