[Hiring] Enterprise Accounts Customer Success Manager @Visit.org

Role Description

Visit.org is seeking a skilled and driven Enterprise Customer Success Manager to join our dynamic remote team. This role is crucial for maintaining and expanding our relationships with our largest and most strategic corporate partners. As the primary point of contact and advocate, the CSM will be responsible for:

• Ensuring the full utilization of our services
• Maximizing participant engagement
• Overseeing quality assurance at the contract level
• Providing expert social impact advisory
• Taking an active role in collaboration with Sales in the renewal process for enterprise portfolios

The ideal candidate will bring a strategic vision, a deep passion for our mission, and the agility required to thrive in a fast-paced, start-up tech environment.

Responsibilities

• Strategically manage and nurture enterprise accounts to drive account growth and increase service utilization.
• Develop tailored account plans that ensure client goals and ROI metrics are achieved, aligning with Visit.org’s capabilities.
• Support and/or lead the planning and execution of offsite meetings with clients to deepen understanding of their needs, co-create enhanced value, and strengthen strategic relationships.
• Lead and project-manage key client initiatives and strategic programs, coordinating cross-functional teams, timelines, and deliverables to ensure successful execution, high-quality outcomes, and measurable business and social-impact results.
• Actively support the Sales team with client renewals and negotiations, ensuring high retention rates and minimizing churn within enterprise accounts.
• Build and maintain strong, executive-level relationships with key stakeholders within each client organization, becoming a trusted advisor on social impact and partnership.
• Deliver customized consultations and presentations demonstrating the ongoing value of Visit.org’s offerings to client objectives.
• Proactively identify and resolve issues that arise within enterprise accounts, ensuring a high level of client satisfaction and service delivery.
• Collaborate with Supply, Content, Sales, Marketing, Events, and Product teams to communicate client needs and align on cross-functional initiatives that enhance product functionality, service delivery, and client satisfaction.
• Champion client needs internally to ensure that all client deliverables are met with a standard of excellence, advocating for product enhancements when necessary to serve enterprise needs.
• Contribute to the development of best practices, operational procedures, and strategic initiatives that enhance the overall effectiveness and scalability of the Customer Success team.

Qualifications

• 2+ years of experience in Customer Success, Account Management, Sales, Partnerships, or another client-facing, quota-responsible role
• Experience working in a fast-paced startup environment, particularly enterprise SaaS
• Fluency in demonstrating value through customer stories, data, and unique insights
• Strong organizational skills and the ability to create structure in ambiguous situations
• Detail-oriented while maintaining the ability to drive towards overarching goals
• Ability to learn quickly and grasp different processes and/or systems
• Excellent written, verbal, and presentation communication and interpersonal skills
• A team player who can foster relationships and communicate effectively across departments
• Competence using sales management and internal communication tools, including Salesforce, Gong, Slack, Monday.com, and others
• A genuine desire to satisfy the needs of our clients
• Passion for our mission and the desire to make an impact in the world through technology

Benefits

• Health, Dental, Vision
• Unlimited PTO + Holiday + Birthday off!
• Unlimited Social Impact Time Off (SITO)!
• Competitive salary
• Mission-aligned company events/volunteering
• Inclusive, exciting start-up culture
• Accelerated career & personal growth
• Culture Club and more!

Salary Information

Salary range is $75,000 to $100,000 DOE + OTE; however, base pay may vary depending on job-related knowledge, skills, and experience. A range of benefits may include equity, healthcare benefits, and paid time off may be provided as part of the compensation package.