Enterprise Customer Success Manager
| Company | Merge |
|---|---|
| Location | San Francisco, CA, USA, New York, NY, USA |
| Salary | $175000 – $200000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.
- Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.
- A background and passion for advocating on behalf of your customers – this role should act as an extension of our customers’ team within Merge.
- The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.
- An entrepreneurial mindset – this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment.
Responsibilities
- Work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively.
- Manage our customers’ post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases.
- Manage up to 30 enterprise customers.
- Ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals.
Preferred Qualifications
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No preferred qualifications provided.