Strategic/Enterprise Customer Success Manager
About the role
The Enterprise Customer Success Manager will lead Shopmonkey’s Enterprise customer engagement and growth initiatives. You will play a pivotal role in 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-added products and features. You will work closely with cross-functional teams, including Sales, Implementation, Support, RevOps, and Product, to make sure the customer is successful throughout their entire journey with Shopmonkey.
Responsibilities
- Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
- Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
- Using Data to 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
- Managing the payments/billing and administration side of your Book of Business
- Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintaining NRR
- 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
- Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required
Requirements
- Have 4+ years of experience in a Customer Success Or Customer Experience role within SaaS
- Ability to project manage and execute tasks at an executive level
- Team player willing to pick up and help others achieve shared goals
- Ability to use Success and Revenue tooling (i.e., Salesforce, Tableau, etc)
- Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
- Able to adapt while in an ever-growing team and customer base
- Data-driven decision maker and results
- Balance between thinking strategically with exceptional attention to detail and execution
- Are self-directed, highly motivated to succeed, and maintain an “always learning” posture
- Thriving in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes
Qualifications
- Automotive Industry Experience is a Plus
Benefits
In the United States the range is typically an OTE of $125,000 to $135,000 + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.
Pay
In the United States the range is typically an OTE of $125,000 to $135,000 + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.
Schedule
Shopmonkey is a fully remote work company.
Company Culture
Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io.
Equal Opportunity Employer
Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io.
Contact Information
For questions about the job, please contact the Talent Team at hiring@shopmonkey.io.