143 applicants

Company

Dayshape · 20 hours ago

Enterprise Customer Success Manager (US)

United States

Full-time

Remote

Mid, Senior Level

$95K/yr - $115K/yr

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Comp. & Benefits

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Responsibilities

Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the US

Build a detailed understanding of the customer's organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction

Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape's services

Create, maintain and distribute monthly status reports, health scores and other key metrics

Manage stakeholders throughout the customers organization, ranging from super users, product owners, resource managers, and C-suite (including CIO)

Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI

Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals

Participate during Dayshape implementation, working closely with the Professional Services team

Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features

Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations

Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers

Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessAccount ManagementRevenue ExpansionSoftware SellingSaaS ExperienceStakeholder ManagementPublic SpeakingTraining DeliveryProfessional Services KnowledgeSAPWorkday

Required

Significant experience working in Customer Success or Account Management with enterprise level customers, including managing 6 or 7 figure deal sizes and building relationships with executive-level personas

Experience directly influencing revenue expansion, namely upsell, cross-sell, and relationship expansions that drive economic value

Experience designing and delivering strategies that help customers improve product deployment, adoption, engagement, and ROI

Experience selling software and/or SaaS

Able to challenge customers' thinking in order to help them achieve their goals, taking ownership and leading the conversation/situation when required

Self-sufficient and able to problem solve with an entrepreneurial and customer-first mindset

Able to tailor communication across different functions and levels, including leading webinars and other public speaking

Accomplished presenter of technical and business solutions in an informative and relevant manner

Collaborative and able to engage stakeholders and 'get the right people around the table' to investigate and tackle issues that may arise

Demonstrable experience improving customer treatment strategies, internal cross-functional alignment, and Customer Success business processes at a high-growth firm

Highly organized and able to manage lots of relationships, projects, actions, and many other moving parts concurrently (often with competing priorities)

Have an understanding of how complex Professional Services firms operate (or ability to learn this quickly/ comparable knowledge from other industries or sectors)