Strategic Customer Success Manager – Enterprise

This is a fully remote position, open to applicants in Florida, +6 more states.

📋 Description

• Build strong relationships with key customers, gaining insights into their operations and identifying factors that contribute to their success.

• Proactively manage and maintain regular check-ins to ensure customers enjoy high NPS, remain engaged, and fully adopt Shopmonkey’s offerings.

• Leverage data to deepen your understanding of your portfolio, providing strategic recommendations and conducting regular QBRs.

• Establish yourself as a trusted advisor and advocate for stakeholders and executives at customer organizations.

• Oversee the payments, billing, and administrative aspects of your Book of Business.

• Collaborate with Commercial leaders to enhance value through upselling, cross-selling, and ensuring successful renewals, thereby contributing to growth and maintaining NRR.

• Identify and remove barriers to adoption by understanding customer challenges and proposing effective solutions, thereby enhancing product value and loyalty.

• Act as the voice of the customer, representing their use cases within the organization.

• Travel to customer locations for stakeholder meetings and attend events or trade shows as necessary.

⛳️ Requirements

• Minimum of 4 years of experience in a Customer Success or Customer Experience role within the SaaS industry.

• Proven ability to manage projects and execute tasks at an executive level.

• A collaborative team player who is eager to support others in achieving common objectives.

• Proficient in using Success and Revenue tools (e.g., Salesforce, Tableau, etc.).

• High emotional intelligence with a strong sense of empathy. You are consistently focused on the customer.

• Ability to adapt within a growing team and expanding customer base.

• Data-driven decision-maker with a focus on results.

• A balance between strategic thinking and meticulous attention to detail in execution.

• Self-motivated and driven to succeed, maintaining a mindset of continuous learning.

• Ability to thrive in a dynamic and collaborative startup environment, comfortable with ambiguity and rapid changes.

• Experience in the Automotive Industry is a plus.

🏝️ Benefits

• Monthly reimbursements of $20 for phone/internet expenses.

• Opportunities for virtual activities and in-person gatherings.

• Provision of a laptop and cool company swag.

• Medical, dental, vision, and life insurance benefits effective the first of the month following your hire date.

• Short-term and long-term disability coverage.

• Access to an employee assistance program.

• Reimbursement for personal health and wellness memberships.

• Generous parental leave policy.

• 401(k) plan available immediately upon hire.

• 11 paid holidays each year.

• Flexible time off policy—take the time you need!

• Matching donations for approved charitable organizations.

• Group volunteer initiatives.