Principal Customer Success Manager

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 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:

As a Principal Customer Success Manager at Invoca, you will have a deep level of engagement with one of our most strategic customers. In this role, you must understand our customers’ business, goals and challenges. In this role, you will serve as an extension of the customer team. You’ll have full access to their systems as well as Invoca’s systems. You’ll serve as a trusted advisor, recommending solutions to the challenges they face today and to the ones we know they will need to prepare for. From the initial onboarding to ongoing adoption, we assist throughout their lifecycle to help them unlock the most value from our solutions and services. 

Like any traditional CSM role, you will be responsible for executing on SaaS principles such as software adoption, retention and expansion. However, at Invoca, we go the extra mile. Here, you will take the initiative to understand and align your customers’ business needs. We know how to support customers and when to call in our team of experts across the company from Sales, Marketing, Technical and Professional Services as well as Invoca’s amazing Leadership team to ensure the success of our customers. Our goal is to provide such support and expertise to our customers that their business is better because of the solutions Invoca provides.

You Have: 

• Serve exclusively as a trusted advisor to a key customer, understand their objectives, pain points, and revenue goals. Provide guidance and solutions to help them achieve results through Invoca.
• Provide support throughout their lifecycle, ensuring customer and Invoca achievements are met through adoption, growth and renewal plans.
• Translate the strategic needs of the customer into business requirements that can be shared with partners and adjacent platforms to augment data across systems and enhance customer experience
• Understand the customer’s full organization. Develop rapport across teams to uncover business pain and strategic mapping of Invoca value to solve those challenges.
• Grow usage of Invoca’s Active Conversation Intelligence platform across accounts through proactive engagement, education, strategic touchpoints and effective planning.
• Monitor and influence product usage, customer engagement and satisfaction feedback.
• Stakeholder & project management across various stakeholder groups at the customer to ensure initiatives move forward and receive visibility & escalation where needed
• Coordinate the involvement of other Invoca personnel including executive leadership, sales, support, professional services, marketing and product development to meet account performance objectives and customer expectations.
• Drive new business growth through customer advocacy and reference-able initiatives.

You Will:

• 5+ years customer success management experience
• 5+ years experience with B2B SaaS and enterprise software 
• Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
• Experience with Conversation Intelligence technologies such as Invoca or other Call Tracking solutions, LivePerson, Sprinklr (or similar) required
• Experience working with technologies such as Adobe Analytics, Google Ads, Sitecore, Hubspot, Fullstory (or similar) required 
• Experience with Genesys, Cisco, Five9 or similar Contact Center as a Service technologies 
• Experience with Salesforce, Gainsight and other Software-as-a-Service preferred 
• Excellent organizational and project management skills to juggle multiple priorities and effectively motivate cross-functional teams to align on execution.
• Excellent communicator with strong listening skills and technical aptitude
• Ability to build strong rapport and establish trust and credibility through a consultative approach
• BA/BS degree preferred
• A self-starter who takes the initiative to get things done
• Preferred: located near the Seattle area to visit customers on-site 1-2 days a month

Salary, Benefits & Perks:

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefit