Enterprise Customer Success Manager

Location: Must be located in New York

Traditionally, MaestroQA was viewed as a quality assurance tool that assisted customer support teams. We were a very nice-to-have accessory, and in fact, we were able to make sweeping changes in the customer experience world. If we had chosen to continue along that path, who knows? We might have been just fine and our work would have been simpler. But we like hard. The scope of QA was limited in multiple respects, but perhaps the most egregious is that it neglects this fundamental truth: quality should be everyone’s business. Quality shouldn’t just be crucial for support teams, but for every department and for every single organization in the world—from mom-and-pop shops, to your local food trucks, to huge conglomerations. Our mission today, is to be the evangelists of this: Quality is your business too. 

How do we make quality everybody’s problem, you might ask? The answer is simple but not so simple. The simple version? We’re putting data and business intelligence in the hands of everyone. But you cannot stop there! You have to care enough about drilling into the details behind the numbers like customer conversations and other qualitative data. You have to be willing to see the business the way the frontline workers, customers, and prospects do. MaestroQA allows you to zoom in on the microscopic details that make a customer decline their subscription renewal, the reason why your deals are stalled, or the reason you can’t find the right talent for your team

We work with hundreds of customers and a plethora of teams, from support to sales to marketing, to security and operations - you name it! - Learn more at www.maestroqa.com.Why Maestro?

These statements resonate with you:

• Other companies have been overlooking your potential and this is the place that sees something different in your abilities
• You want to be coached and trained more than ever before
• You want your peers and managers to work closely with you and challenge your ideas to both self-improve and deliver a better experience for customers

Why This Opportunity?

• You can be a CSM for something that everyone knows they need or you can be a CSM for something that needs your help evangelizing the importance - you want the latter
• You want to be trained and coached daily to rapidly improve your skills
• You hate CSMing on an island - you want a team-based approach to customer success

Key Requirements:

• Can walk us through 2-3 Customers that required deep discovery, champion building, and multi-stakeholder organizational alignment to get through a key upsell, renewal, or implementation - and required working together as a team internally

Compensation: $140,000-160,000

We began using Covey as part of our hiring process on November 5th, 2024. As part of the evaluation process we may provide Covey with job requirements and submitted applications. Certain features may qualify Covey as an AEDT. Covey has been reviewed by an independent auditor, the details of which you may view here.