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RouteThis · 1 month ago

Senior Customer Success Manager - Enterprise

United States

Full-time

Remote

Senior Level

5+ years exp

RouteThis is a Waterloo-based B2B software company focused on automating customer support experiences. The Senior Customer Success Manager - Enterprise will drive strategy and execution for Enterprise tier accounts, ensuring high customer health and renewal rates through effective relationship management and solution delivery.

Artificial Intelligence (AI)

Responsibilities

Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 mil ARR each), including all aspects of risk identification/management, program definition/execution, customer health and retention/renewal

Build deep, diversified relationships at all levels for owned accounts. Communicate effectively with different audiences within customer accounts and RouteThis

Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings

Connect customer initiatives and problems into expansion and renewal success

Deeply understand customer business, including their strategic goals and how those translate into departmental projects

Solution within those strategic priorities to grow the value each customers gains from RouteThis every year

Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health

Ensure high health scores via ROI understanding, building multi-threaded relationships at the executive level, and providing opportunities for continuous growth towards strategic priorities in your book of business

Qualification

Enterprise account managementCustomer relationship managementTechnical backgroundData analysisExecutive communicationListening skillsStorytellingRelationship building

Required

5+ years of deep experience successfully managing large enterprise accounts/renewals, in a senior role reflecting your strong foundation in account management, customer relationship management, and customer success strategies

A technical background, previous experience as a Technical Account Manager, Sales Engineer, or a technical degree/experience is needed for this role

Capable of building relationship maps and managing high and wide in customer organizations

Proven experience building customer relationships across various audiences including executive relationships

Communicate at an audience level and support operations teams in communicating RouteThis' value within the customer organization

Ability to effectively forge new customer relationships both at executive and influencer levels using a variety of techniques including cold outreach

Ability to understand and analyze data, use this information to tell stories with data and help customer leverage full value from RouteThis

You have managed high growth and enterprise accounts leveraging your personal abilities to grow and retain customers

Ability to deeply understand enterprise strategic goals across a wide range of personas

Exceptional listening skills and master storyteller, able to see the narrative for how your products and solutions fit in

Ability to map and navigate large/complex customer organizations, achieving buy-in to your programs/plans and influencing change

Solid experience managing the renewal process, inclusive of navigating enterprise procurement procedures, speaking to the heart of customer success management