Enterprise Customer Success Manager

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 75-100 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 a