[Hiring] Enterprise Customer Success Manager @Qoria

Role Description

The Enterprise Customer Success Manager role is vital to our company’s success. You will build relationships with customers, proactively solve their problems, enhance customers' usage through data analysis and training, and expand the customer throughout the Linewize Suite. In doing so, you will reduce customer churn and increase revenue, increase customer satisfaction with the product, and promote the customer’s success. You will have clear goals with the autonomy and support to ensure you are able to achieve your goals and help the company achieve its goals.

• Ultimate ownership for retaining and increasing ARR from existing T3, T4, and T5 customers within a defined territory
• Building relationships and becoming a trusted advisor and advocate of the customer
• Identifying customer challenges early and then working cross-functionally to address them
• Increasing usage and growing the customers within the Linewize Suite through upsell and cross-sell
• Maintain a high retention rate within your customer base
• Manage a portfolio of existing customers, with a goal of increasing customer usage and supporting customer concerns via email outreach, phone calls, meetings, and product check-ins
• Support the customer’s adoption of the Linewize Product Suite through solution-oriented support and expansion efforts
• Increasing customers' satisfaction and enjoyment of the Linewize Product Suite

Qualifications

• 4+ years of Account Management/Customer Success, preferably in the technology or SaaS space and managing large or strategic accounts
• Experience supporting multiple products and expanding customers into new products through upsell and cross-sell
• Bachelor’s degree or 4+ years of equivalent work experience
• Edtech experience preferred

Requirements

• Strong business acumen
• Proficiency with MS Office, Google Workspace, CRM software
• Excellent communication and presentation skills
• Strong interpersonal and relationship-building skills
• Ability to quickly build relationships and maintain strong, long-term relationships
• Ability to prioritize customers/projects and manage multiple escalations
• Excellent time management skills and the ability to work effectively with a high degree of autonomy
• Comfortable using data to inform data-driven outreach, calendar management, and task assignment
• Desire to solve customer problems and grow customer usage, product base
• Ability to work effectively as part of a team to ensure the customer’s success
• High level of empathy for both your customer and internal stakeholders

Benefits

• Comprehensive benefits package including Medical, Dental, Vision, and 401K
• Paid Time Off
• Tech Allowance
• Salary Guide: $70k-$80K w/ OTE (20k-25K)