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Dovetail · 2 days ago

Enterprise Customer Success Manager - East Coast

United States

Full-time

Remote

Mid, Senior Level

$150K/yr - $180K/yr

Dovetail is a rapidly growing global company on a mission to improve the quality of every thing. They are seeking an experienced Enterprise Customer Success Manager to manage relationships with high-value enterprise customers, drive adoption, retention, and expansion, and contribute to the overall growth of their premium business.

Consumer ResearchProduct ResearchSoftwareUX Design

Growth Opportunities

Responsibilities

Manage Enterprise customer relationships. You'll manage relationships with our highest-value customers. You’ll work with the team to contribute to the overall growth of our premium business, and pioneer new practices to improve customer success programming as we mature our product-led growth strategy

Become a Dovetail expert. You'll develop an intimate knowledge of how Dovetail works and what Dovetail is capable of. You will stay up to date with new features and work with customers to educate them on changes in the product

Onboard new customers. You'll partner with sales to ensure our new customers are successfully onboarded and getting value from Dovetail in their first few months

Drive renewals and retention. Through your customer relationships you'll be responsible for ensuring that customers renew and increase the value they get from Dovetail over time

Track core customer metrics. You'll monitor and track core customer health metrics across your accounts such as utilization, feature usage and NPS to ensure healthy engagement and adoption

Mature success processes. You'll develop, test, and iterate on playbooks and engagement strategies with your counterparts in customer success, and sales, to ensure activation and adoption of Dovetail within your accounts

Qualification

Customer Success ManagementB2B SaaS ExperienceAccount ManagementCommunication SkillsProblem SolvingEmpathyAmbitionAdaptability

Required

Customer Success or Account Management experience. Extensive experience working in a customer success, account management, or a strategic consulting role. It's a bonus if you have experience in B2B SaaS, or in an industry/market adjacent to Dovetail, such as research or design

Proven track-record delivering impact. A proven commercial track record across retention, churn reduction, and expansion

A passion for customers. You love talking to and helping customers all day, every day. You're empathetic and seek to understand where customers are coming from

A great communicator. Excellent, concise communication so you can effectively communicate with customers and teammates

Problem solving comes naturally to you. You'll have the ability to switch contexts rapidly and quickly react to things throughout your day to solve problems for customers

Ambitious and keen to learn. You are driven, eager and curious. You are always looking to learn, improve your skills, and grow alongside an exciting startup as we scale our customer operations

A great attitude. The right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup