Strategic Customer Success Executive
ROLE: Strategic Customer Success Executive for 10+- Fortune 1000 customers
COMPENSATION: up to $140k, plus 20% performance base compensation and equity; 401k, unlimited PTO
TRAVEL: two days per month
RESPONSIBILITIES:
Insure customer retention; including supporting customer’s initial on-boarding, and collaborating with customer executives/managers/users to define their goals and make sure they are reached via the SaaS solution
Identify where additional customer value (across non penetrated different divisions, etc.) could be realized through additional purchase of their SaaS functionality and share this information with the sales organization
Work independently in a remote (without proximity to HQ or local physical company office) capacity
Drive user adoption
Collaborate with product management to identify areas for SaaS solution’s improvement
Contribute towards the development of custom on-boarding and training material when required by specific customer circumstances
LOCATIONS: San Francisco, Chicago, and NY
VALUE PROPOSITION: SaaS proven to simplify enterprise procurement and vendor management. The outcome is greater profit, improved transparency of spend, and assurance that company spend is aligned with the enterprise reaching its strategic goals
YEAR FOUNDED:2014
NUMBER OF EMPLOYEES: currently over 100, and over 200 before 2020
INDUSTRY FOCUS: financial services, pharma and biotech, tech, food and beverage, energy and utilities, manufacturing, and healthcare.
WHY THIS COMPANY AND POSITION ARE ATTRACTIVE:
The customer success team has 100% retention, with a track record for consistently reaching their goals
Receive favorable recognition by industry experts, including awards from Gartner
Impressive Sample customers: Starbucks, VMware, Conagra, Adobe, Corning, Smuckers, Sony, EA
Financially stable. Excellent and fresh funding sources for expansion
2X in annual recurring revenue growth year-over-year the past 2 years
169 global enterprise customers
They have proven to represent the first SaaS technology of its kind to fully integrate and automate all aspects of the procurement, sourcing, etc. functions
ROI is clearly demonstrated
Proven reputation for being less expensive to configure and maintain
Rock solid and proven on-boarding/training program for new customer success personnel
Executives and founders have grown other companies to the point of an IPO or being acquired with favorable terms
Favorable reputation for having a highly collaborative culture
Investment sources include two global SaaS leaders whose customers are warm to embrace this platform and its ease of integration
REPLACEMENT POSITION OR EXPANSION: Expansion
FUNDING: Over $55m
POSITION REPORTS TO: Director of Customer Success and Implementation
REQUIRED CANDIDATE ATTRIBUTES:
4+ years of customer success experience with SaaS company
Experience managing accounts with at least $400k in annual revenue
Infrequent career changes
Proven track record for ability to manage multiple accounts
Undergraduate Degree
Strong organizational skills
Excellent verbal communication and presentation skills
Experience building trust across an enterprise, maintaining strong rapport and long-term relationships
Experience managing and supporting deployment of large enterprise customers
Strong project management skills
Self-motivated, proactive team player with a creative and innovative problem solving style
Comfortable with managing multiple expectations across team members and customers
Client facing experience required