The Role
The Enterprise Customer Success Manager will manage a portfolio of strategic accounts, driving customer satisfaction, product adoption, renewals, and revenue retention while collaborating with cross-functional teams.
Summary Generated by Built In
Our Enterprise Customer Success Managers (ENT CSM) work with our customers post sale to ensure they get maximum value from their investment in Articulate. The ENT CSM will own a book of accounts within our Enterprise market segment and build and expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, renewal retention, and expanding our footprint within our largest, most strategic accounts.
What you'll do:
- Manage a book of 60-80 of our largest, most strategic Enterprise accounts
- Own the entire customer life cycle for your accounts, including onboarding, engagement and renewal
- Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
- Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
- Accurately forecast renewal revenue for current and future quarters
- Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
- Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
- Proactively drive customer adoption and mitigate retention risk
- Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
- Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction
- Be the voice of the customer internally to resolve customer challenges
- Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
- Participate in all enrichment and enablement activities as assigned
- Participate in special projects and additional responsibilities as needed
What you should have:
- 8+ years experience working in a customer-facing account management, sales or customer success role
- A strong understanding of customer success
- Experience managing a book of 50+ customer accounts
- Experience directly managing renewals, driving renewal strategy, and handling customer negotiations
- A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
- Experience creating and upleveling strategic relationships with key stakeholders
- Ability to prioritize a large but strategic book
- Excellent critical-thinking skills
- High commercial acumen and strong discovery skills
- Resiliency, adaptability, and experience thriving in a fast-paced environment
- Ability to work independently with a high sense of self-accountability and as part of a collaborative team
- Excellent verbal, written communication and presentation skills
- 2+ years experience in SaaS
- 2+ years experience using Salesforce
About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.
Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected].
(For information about Articulate's privacy practices, please view our Privacy Notice)
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The Company
What We Do
Articulate develops e-learning software, content, and resources that change the way the world learns.
More than 106,000 organizations worldwide, including all 100 of Fortune 100, have created millions of courses using our online training apps, Articulate 360 and Rise.com.
With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360.
With Rise.com, organizations get everything they need to create, track, and manage their online training in one complete system. It's the all-in-one online training system employees love.
Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 965,000+ member of E-Learning Heroes.
As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees.
We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2020.
