Enterprise Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a designated portfolio of Candidly's top ARR and high-growth potential enterprise accounts.

• Become a specialist in the Candidly platform and an advocate for our brand, aiming to deliver that “delight” moment to our customers.

• Serve as the primary contact for our customers, maintaining a strong focus on the quality of both product and experience.

• Act as the key liaison within the organization for all customer initiatives.

• Utilize AI-assisted tools to enhance meeting preparation, QBR/EBR development, and account documentation, thus minimizing administrative tasks and maximizing strategic account engagement.

• Collaboratively create success plans that align with customer objectives and communicate progress on these plans both internally and externally through activities such as business reviews.

• Innovate ways to share relevant and impactful insights with customers, crafting a narrative around the value and ROI generated with Candidly.

• Generate enthusiasm for new or developing products by collaborating with marketing, product, and sales on rollout strategies, pipeline management, and upsell/expansion initiatives.

• Enhance existing processes and continuously seek to improve all facets of the customer experience with the company.

• Consistently aim to surpass customer satisfaction and NPS targets.

• Accurately document all customer communications in a timely manner.

• Promote a culture of professionalism and customer advocacy.

⛳️ Requirements

• Minimum of 5-10 years of professional experience.

• 3-5 years of experience in Customer Success, Account Management, Consulting, or Project Management.

• Experience serving institutional clients of varying sizes, with a strong emphasis on large enterprise customer success experience.

• Strong interpersonal skills, characterized by a deep sense of empathy and the capability to forge genuine business relationships while effectively managing relational challenges.

• Proven track record of engaging with and influencing key decision-makers (VP level and above).

• Comfort in creating and utilizing AI-assisted workflows to scale account coverage without a one-to-one increase in headcount.

• Exceptional verbal and written communication skills, including proficiency in presenting to both small and large groups.

• Strong skills in accountability, organization, and time management are essential.

• Project management capabilities are critical to success in this role.

• A proactive, responsive, customer-first mindset with a demonstrated history of acting as a customer champion.

• Experience in building, assessing, and optimizing processes, including large-scale integrations.

• A collaborative team player with a proven history of thriving in fast-paced environments and taking initiatives beyond expectations.

🏝️ Benefits

• Employment offers from Candidly are contingent upon the successful completion of our employment screening process, which may include a review of previous employment and education records, background checks, and/or credit checks and fingerprints.

• Candidly is committed to creating an environment where all employees can thrive. As an Equal Opportunity Employer, we do not discriminate based on race, religion, color, sex, sexual orientation, gender identity, gender expression, national origin, age, non-disqualifying physical or mental disability, veteran status, or any other legally protected status. All employment decisions are based on qualifications, merit, and business needs.