Customer Success Manager, Enterprise
ShopmonkeyAbout the role
The Enterprise Customer Success Manager will lead Shopmonkey’s Enterprise customer engagement and growth initiatives. You will play a pivotal role in working with Shopmonkey’s largest customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, franchises, and individual shop staff to drive adoption and engagement with key value-added products and features.
You will work closely with cross-functional teams, including sales, implementation, support, and product to make sure the customer is successful throughout their entire journey with Shopmonkey.
Responsibilities will include:
- Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
- Manage and check-in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
- Drive depth within your book of business, make strategic recommendations and a cadence of QBRs
- Become a trusted advisor and advocate for customers’ stakeholders and executives
- Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintain NRR
- Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
- Become the voice of the customer, and represent customer use cases internally
- Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required
We are looking for people who:
- Have 3+ years experience in a Customer Success Or Customer Experience role within SaaS
- Team player willing to pick up and help others achieve shared goals
- Automotive Experience is a Plus
- Ability to use Success and Revenue tooling (i.e. Vitally, Salesforce, Tableau etc)
- Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
- Adapt while in an ever-growing team and customer base
- Balance between thinking strategically with exceptional attention to detail and execution
- Are self-directed, highly motivated to succeed, and maintain an “always learning” posture
- Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes
In the United States the range is typically a salary of $80,000 to $100,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors. In addition to this base compensation company stock options and benefits as outlined below are included.
Why Shopmonkey?
Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees) Other benefits vary upon location outside the United States, and employment status):
💪🏼 Health & Wellness
- Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
- Short term and long term disability
- Employee assistance program
- Reimbursement for a personal health and wellness membership
- Generous parental leave
- 401(k) available upon hire
✈️ Time Off
- 11 paid holidays
- Flexible time off - take the time off you need!
🥰 Giving Back
- Matching donations for approved charitable organizations
- Group volunteer efforts
Check out our founder’s story, life page, or hear from real employees about what it’s like to work at Shopmonkey.
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