Lead Customer Success Manager

Note: We support 100% remote work for applicants who reside in the following states: California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, New York, Oregon, Texas and Washington.

Textio helps companies hire and retain diverse teams by eliminating bias in the most critical moments across the talent lifecycle. Textio gives you the tools to build high-performing teams by attracting diverse talent and supporting their career growth.

The Lead Customer Success Manager role is responsible for cultivating, building, and strengthening relationships with Textio's strategic enterprise customers. In this role, you will guide customers through their journey with Textio, ensuring they recognize its value, achieve their objectives, and drive product adoption.

Your responsibilities include leading and owning renewal and expansion discussions for your accounts and collaborating with the Sales team to identify cross-sell opportunities. As the internal voice of the customer, you will work closely with our Sales, Marketing, and Product teams to enhance customer experiences and inform product improvements. Your cross-functional efforts will contribute to outstanding customer satisfaction, the creation of impactful case studies, and business growth through renewals, expansions, and cross-sells.

What you'll be doing:

• Retain and grow a portfolio of Textio's largest, global Strategic customers.
• Lead the entire renewal process, driving upsell opportunities to meet revenue and growth targets.
• Partner closely with these customers to integrate Textio into their workflows and increase lifetime value.
• Establish strong relationships with key decision-makers and influencers in each account.
• Build multi-threaded relationships across HR Leadership and Talent Acquisition departments
• Understand each customer's unique goals, expectations, and challenges, and tailor strategies accordingly by actively listening, asking questions, and guiding the conversation.
• Conduct regular customer touchpoints like business reviews and success plans to drive adoption, renewal, advocacy, and expansion.
• Develop and implement a tailored customer engagement strategy for each account, coordinating closely with Textio and customer teams.
• Give back to the team, guiding them from your experience and setting an example for other CSMs.
• This role will require some travel for in-person customer visits or events.

We'd love to hear from you if you:

• Have successfully handled and worked with global enterprise-level customers, including handling their renewals.
• Are a skilled, strong negotiator with experience in leading large, complex procurement cycles. Previous experience owning renewals and upselling as an Enterprise CSM.
• Are adept at driving customer adoption and providing value consultation to multiple senior partners while driving tangible outcomes and build strategies aligned with customer needs.
• Are highly organized and can effectively prioritize tasks for maximum customer value.
• Can inspire customers through transformational storytelling and the use of data to demonstrate what is possible with Textio.
• Are a strong communicator, both verbally and in writing. Comfortable communicating with all levels of internal and external customers.
• Are results minded, and collaborates with others ensuring to capitalize on the diverse strengths of those around you.
• Are an excellent customer success practitioner, able to handle your book of business, bringing up issues to leadership, and ownership of all key account actions.
• Ability to quickly grasp and explain technical and business concepts.
• Have a point of view but maintain a low ego!

Benefits

We are looking to build a truly diverse, equitable, and inclusive team. We have a number of outstanding benefits to support that.

• We offer flexible schedules and unlimited time off. Take vacations to recharge and work the schedule that makes sense for you. We’re about long-term growth and success, so that means working sustainably.
• We provide outstanding health care, dental, and vision coverage for you and your family.
• Paid time to volunteer at non-profits. If you volunteer enough, we’ll match your hours with donations.
• On demand mentoring with Bravely.

The base salary for this role is $129,500, and the OTE is $185,000. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. We will provide more information on our benefits