As we continue to build...
We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the Team/Role
We are looking for a Customer Success Manager with a drive for building relationships and finding solutions for our customers. You will be the trusted advisor for our customers, driving adoption, satisfaction, and long-term retention.As a leader of our Customer Success functions within the Customer Experience team, you will be a strategic partner for our highest-value accounts. You will be responsible for building and nurturing collaborative relationships with our Enterprise customers to drive strong user adoption, customer satisfaction, and product usage.
Your sphere of influence will include building scalable customer success processes, cultivating customer success mindset within the company, and representing the voice of the customer to enhance our product experience.
What you'll do:
- Strategic Success Planning: Develop and execute Success Plans for Enterprise clients that align Entrupy’s product capabilities with the client's specific business goals, documenting desired outcomes and the path to achieving them.
- Develop Customer Success Process: Develop and implement scalable customer success processes and playbooks for Mid-market customers to optimize onboarding, monitor customer health, mitigate churn risk, and increase engagement through timely intervention.
- Expansion & Advocacy: Collaborate with the Sales team to identify opportunities for upsells or cross-sells, and cultivate "super-users" to act as case studies, testimonials, or references.
- High-Touch Onboarding: Lead kickoff meetings and custom training/implementation programs for enterprise clients to minimize the Time-to-First-Value and drive product adoption, understanding clients’ unique business requirements.
- Executive Business Reviews: Lead quarterly or bi-annual meetings with key stakeholders to report on their usage trends, propose opportunities to improve their operational efficiencies, and discuss future growth strategies.
Skills & Qualifications:
- 5+ years of experience in Customer Success or Account Relationship Management, preferably in B2B SaaS products.
- Strong Communication: Excellent communication skills, including the ability to present effectively to C-suite members.
- Analytical Skills: Strong analytical skills to interpret performance data and develop data-driven success strategies.
- Business Acumen: Deep understanding of customer business models and consultative mindset to resolve customer challenges and optimize outcomes
- Process Development: Demonstrated ability to develop scalable customer success processes with a strong growth mindset.
- Demonstrated Leadership: Ability to foster a Customer Success culture across departments including Sales, Operations, Product, BI, and Marketing.
- SaaS Product Knowledge: Ability to understand SaaS product offerings and technical concepts, such as SDK and API, to drive feature adoption and workflow integration.
- Project Management: Ability to handle multiple strategic priorities in a fast-paced startup environment
What we offer:
- Market competitive and pay equity-focused compensation structure
- Generous time away, including company holidays, paid time off, sick time, parental leave, and more!
- Rich medical benefits and insurance coverage
- 3.5% 401k match
- Dedicated mental health support for employees and eligible dependents
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
Top Skills
What We Do
Entrupy is the only company using artificial intelligence to instantly authenticate luxury handbags and accessories. Our mission is to become the Verisign of physical goods to attack the $1.7 trillion sales of counterfeit goods globally. Entrupy’s authentication service uses patented computer vision algorithms and microscopy to bring trust to transactions of high-value physical goods. Currently in use by hundreds of secondary resellers and marketplaces worldwide, Entrupy provides the only independent, scalable technology capable of objectively authenticating luxury products.
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