Description

Position Overview:

Zywave's Manager of Enterprise Customer Success will lead a team of senior CSMs responsible for the health, adoption, growth and value realization of the company's largest and most strategic customers. Reporting to the VP of Customer Success, the Manager will be accountable for both gross and net revenue retention of the Enterprise segment and will work in close concert with the VP of Enterprise Sales to ensure the sales and customer success teams are partnering to deliver world class Large Account Management Plans (LAMPs) for each enterprise customer. The ideal candidate has experience leading customer success teams overseeing multi-million dollar ARR customers and has a critical level of knowledge of the insurance brokerage business. Success in this role requires not only customer success and insurance tactical acumen, but also a deep appreciation for mentoring/coaching and managing through periods of large scale change.

How you will deliver impact:

• Lead our Enterprise Customer Success organization, creating and executing a cohesive program strategy that over performs against identified financial, CSAT and operational performance targets.
• Mentor CSMs about how to achieve trusted advisor status to C-suite executives of billion dollar companies.
• Build a culture of revenue ownership within the Enterprise CSM team, with a particular focus on helping CSMs uncover opportunities for net expansion and how to collaborate with the Sales team to drive those opportunities to close.
• Maintain and enhance a culture of trust among Enterprise CSM peers.
• Increase cross functional collaboration between Enterprise CSM managers and colleagues in Sales, RevOps, Customer Marketing and Product.

Qualifications:

• 8+ years of management experience in Customer Success, Professional Services, or related disciplines for a B2B SaaS enterprise software business.
• Experience managing Customer Success teams responsible for $20+million annual retention targets.
• Insurance industry acumen.
• Experience building repeatable CSM workflows through playbooks and automation
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Proven ability to be a hands on 'doer' in addition to a strategic leader.
• Experience hiring a diverse team of A+ players, and designing onboarding plans unique to the demands of enterprise level customer engagement.
• Experience thriving in a remote management environment.

Why pick Zywave? Zywave is a cutting edge, fast growing SaaS company leading the digital revolution of the insurance industry at every stage of the client lifecycle. Headquartered in Milwaukee, WI with employees across the globe, Zywave is consistently voted by employees as a Top Workplace. Our employees enjoy a remote first, highly flexible work environment with endless opportunity for internal advancement.

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