Senior Manager, Customer Success

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 400 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role:

We are seeking an experienced people manager for our Customer Success Management (CSM) team to drive continued value and expansion within a portfolio of Invoca’s accounts. Your team is responsible for executing on solution adoption, retention and expansion goals. The Senior Manager, CSM ensures that Invoca is aligned with the customers’ needs and expectations. This is a manager position working with Sales, Marketing, our Implementation Team and other cross-functional teams to ensure the success of every key customer. In this position, you will be expected to maintain a high level of customer happiness, maximize adoption, ensure subscription renewal and expansion. Candidates must either have prior experience delivering Customer Success, or have managed media, search and/or marketing technology.

Invoca customers are strategic thinkers, often highly technical and hugely satisfied. So are our employees. Working in a fun and fast paced environment, you are able to drive our priorities, execute against the key functional responsibilities of the business, and collaborate on special projects that align with our goals. You will be expected to maintain a high level of customer happiness, maximize adoption, and ensure subscription renewal and expansion.

You Will:

• Lead a team of 4-6 Customer Success Managers whose portfolios are composed of 30-40 accounts each
• Develop, cultivate and strengthen the team to support a high growth organization
• Establish and mature customer adoption and value proposition approach
• You have a keen eye for expansion opportunities within current customer engagements and have a track record of partnering with Sales to develop accounts
• Grow usage and adoption of Invoca products and features across accounts through engagement, education, strategic touch points and effective planning.
• Monitor and influence product usage, customer engagement and satisfaction feedback.
• Actively engage with customers to assess, clarify and validate success criteria to ensure value delivery.
• Collaborate with cross-functional partners to drive successful outcomes for our customers
• Coordinate the involvement of other Invoca personnel including executive leadership, sales, support, services, marketing and product development to meet account performance objectives and customer expectations.
• Participate in customer issues and manage to resolution.
• Maintain in depth understanding of company technology, products, and services.

You Have:

• 7-10 years of experience working with digital marketing and advertising, CRM or Call Center capacity or SaaS 
• Experience working with marketing technology such as Google AdWords, Analytics, Bid Management or programmatic media platforms - or with one of our competitors is preferred
• Excellent verbal and written communication capabilities with an ability to effectively connect with and relay information to all levels of the customer’s organization.
• BA/BS degree preferred 
• Aptitude for building a strong rapport and establishing trust and credibility through a consultative approach.
• Previous management experience preferred.
• Proficient with Salesforce, or other CRM, Customer Success or Project Portfolio Management applications.

Salary, Benefits & Perks:

Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:

• Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 15 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
• Healthcare - Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock options - All employees are invited to ownership in Invoca through stock options.
• Employee Assistance Program -