Enterprise Customer Success Manager

About the Role

The Enterprise Customer Success Manager applies industry experience and Bluebeam product knowledge to guide some of Bluebeam’s large enterprise accounts to achieve their desired business outcomes. This role delivers white glove service in pursuit of developing trusted partnerships and delivering extraordinary experiences, two of Bluebeam’s core values. Properly executed, efforts will result in the long-term adoption of Bluebeam solutions measured in satisfaction, renewals and expanded use of Bluebeam’s products and high-value service offerings.

Key responsibilities include developing and fostering trusted partnerships with key stakeholders, delivering extraordinary experiences, creating customer advocates and champions, and establishing and maintaining Success Plans with assigned accounts. The role also involves identifying opportunities for expansion, upsell and cross sell of sister brand products, and mitigating churn and down sell risks.

Responsibilities

• Develop and foster trusted partnerships with key stakeholders at various levels of an organization across assigned named accounts.
• Deliver extraordinary experiences through clear and timely communication and support.
• Create customer advocates and champions.
• Establish and maintain Success Plans with all assigned accounts, in coordination with partnering Account Managers.
• Identify opportunities for expansion, upsell and cross sell of sister brand products.
• Identify and mitigate churn and down sell risks.
• Proactively head off customer workflow problems and aggressively address issues when they arise, in coordination with technical support and/or other necessary teams.
• Regularly engage with Bluebeam’s Product Management and Marketing teams, communicating customer information and insights from the enterprise, business unit, project, and end-user level.
• Participate, advise and validate in and for Bluebeam events, activities and content as product/workflow/industry experts.

Requirements

• 7+ years in a customer/client facing role, preferably Customer Success, including 3+ years in a professional Architecture, Engineering or Construction role.
• BA/BS degree or equivalent and applicable trade certification required.
• Strong Bluebeam Revu and advanced solutions skills.
• Exceptional computer skills, including Microsoft Office Suite.
• Excellent communication skills, written and verbal.
• Experience and comfort speaking in front of groups of people up to 150 in-person and through video conferencing technology.
• Comfortable learning new technology.
• Comfortable advising on best practices related to business processes and technology, especially to high-level technical customers.
• Ability and willingness to travel (up to 30%).

Benefits

• Competitive compensation and benefits package.
• Fully vested 401K right from the day you start.
• Generous PTO, including sick/mental health & volunteer days.
• Free & unlimited access to BetterUp Care, a well-being platform.
• Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs.
• Opportunity for continuous professional development.
• Free & unlimited access to LinkedIn Learning.
• Up to $5K annual education reimbursement (after 1 year tenure).

Pay

Base pay offered will depend upon qualifications and other operational considerations. Base pay range: $91,600 - $114,500 + Annual bonus.

Schedule

Ability and willingness to travel (up to 30%). Customer visits to locations including professional office buildings, construction site offices or active construction sites are required. Attendance at trade shows and industry events is also required.