Scale Customer Success Manager

About the Role In order for us to accomplish our mission, we need to make sure our customers love us. That is where you come in. We're looking for someone to not only get customers started with the product, but also follow their journey through to renewal. This person will work closely with our sales and support team to ensure our customers receive a great experience... This is a hybrid position that requires at least 3 days a week (Tuesday - Thursday) in our Austin office. You Will • Ensure a success plan and metrics are in place with each customer to help them achieve business value with Envoy • Efficiently drive your accounts (~200-300) across the customer lifecycle, from implementation and enablement to adoption at scale • Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs through email campaigns, custom trainings/webinars, new collateral, and hosting office hours • Be the Voice of the Customer by helping drive escalations to resolution as well as by gathering and managing product feedback requests You Have • Experience in a customer-facing role such as Customer Success, Account Management, or Customer Experience, preferably from B2B SaaS companies • Expertise in post-sales full lifecycle management with a large portfolio of mid-market / smb accounts • Excellent prioritization skills that allow you to execute high-touch and tech-touch strategies simultaneously • Notable presentation skills • Efficacy in leveraging data and business intelligence to help achieve your customer’s goals as well as your own internal goals Nice to Have • You have a passion for automation and process improvement • You prefer a portfolio where you go 5 miles wide and 5 feet deep • You love answering questions by looking at data • You get excited about different tools that’ll help make you more efficient You'll get • A high degree of trust in your ideas and execution • An opportunity to partner and collaborate with other talented people • An inclusive community where you feel welcomed and cared for as a person • The ability to make an immediate impact helping customers create a great workplace experience • Support for your personal and professional growth Compensation description Envoy's compensation package includes market competitive salary, equity for all full time roles, and great benefits. If you are located in Austin, TX, our expected cash compensation for this role is $100k - $118k (Annually). We are hiring for multiple levels and backgrounds, so final offers may vary within the range provided based on experience, expertise, and other factors. If you have any questions related to compensation, please contact Recruiting after you apply. #LI-Hybrid