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Enterprise Customer Success Manager

Pathstream

Pathstream

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, June 21, 2024

Location: NYC Hybrid Preferred, United States Remote considered

Company Description:

Pathstream was founded on the premise that substantial unrealized economic & human potential exists within each organization’s frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our enterprise partnerships transform frontline teams from transactional to relational, from back office to middle office, and from task-oriented to strategic. We impact companies’ bottom lines with improved productivity, increased retention, and differentiated quality of customer experience; employees experience the benefits of greater success in their current roles while unlocking future professional growth.

Job Description:

The Enterprise Customer Success team ensures that all customers get the highest value from Pathstream’s products and services. Our best-in-class Customer Success Managers build strong relationships with clients, understand their business needs and goals, and provide strategic guidance and support to help them achieve success. As a Customer Success Manager you effortlessly balance account strategy and detailed project management. Customer Success Managers work with 3-5 enterprise level accounts from kickoff to launch, partnering closely with our Sales, Product, Career Services, and Operations teams.

Reports to: Head of Customer Success

Responsibilities:

  • Be a trusted advisor
    • Understand clients' business objectives and challenges, and work collaboratively to develop strategies for achieving their goals using our products or services
    • Act as the main point of contact for customers, addressing their needs, resolving issues, and ensuring they get the most value from our products
    • See around corners and advise customers on best practices based on a broad market understanding of how to drive employee retention, engagement, and performance
  • Drive employee engagement and adoption
    • Monitor client usage and performance metrics
    • Develop and deliver regular business reviews and performance reports to clients, highlighting key achievements and areas for improvement
    • Conduct training sessions and webinars to educate customers on product features, best practices, and updates
    • Be part of an account team with an Account Manager and Implementation Manager to ensure high retention and drive expansion opportunities
  • Oversee flawless implementation and customer service
    • Project manage kickoffs and launches
    • Onboard new clients, ensuring a smooth and successful implementation process, and providing training and support as needed
    • Collaborate across Product, Engineering, Sales, Operations, and Career Services
  • Be a voice of the customer
    • Act as a liaison between clients and internal teams, relaying feedback, feature requests, and product enhancements to drive continuous improvement
    • Collect and analyze customer feedback to inform product development and improve the customer experience

Enable customer retention and expansion

    • Help drive customer renewals
    • Proactively identify opportunities for upselling additional features or services that benefit the customer

Qualifications:

  • At least 5 years of work experience with 3+ years of experience in a Customer Success Manager role in B2B SaaS, working with enterprise customers
  • Comfort with ambiguity, fast turnarounds, asking questions to understand a root cause, and providing creative solutions
  • Strong interpersonal skills and ability to work collaboratively
  • Excellent communication and presentation skills; comfortable presenting to C-suite executives
  • Detail oriented, ability to manage multiple priorities at once
  • Demonstrated understanding of business value drivers
  • Passion for our mission and desire to work in fast-paced social enterprise

Nice to have:

  • Technical aptitude: ability to learn new products quickly.
  • Demonstrated aptitude for high quality deck and asset creation
  • Comfort using spreadsheets to create ROI analyses
  • Familiarity in financial services, insurance, healthcare telecom, retail, or hospitality
  • Experience working with Tableau or other data visualization tools
  • Experience using AI tools to create more efficiency and scalability of CS efforts

What We Offer:

  • Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback
  • Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world
  • Competitive salary commensurate with experience
    • The compensation band for this role is
      • Base $95,000-120,000, OTE $109,250 - $138,000 Tier 1 city (San Francisco, NY)
      • Base $81,000-105,000, OTE $93,150 - $120,750 Tier 2 city
      • Base $78,000-100,000, OTE $89,700 - $115,000 Tier 3 city
  • Comprehensive benefits package
    • 100% employer-paid medical, dental, and vision insurance coverage for you and 50% for your partner/spouse and dependents
    • Health, commuter, and parking flexible spending accounts
    • Employee Assistance Program (mental health, financial health, legal support, and more)
    • Free access to wellbeing apps like Ginger and Headspace
    • Flexible paid time off and paid holidays
    • Generous paid parental leave
    • Short and long-term disability insurance
    • Annual professional development budget
    • Company-provided laptop
    • Remote-first culture
    • Life insurance (100% company paid)
    • 401(k)

COMMITMENT TO DIVERSITY AND INCLUSION

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.