Enterprise Customer Success Manager

Catchpoint is seeking a customer-obsessed and highly-motivated problem solver to join our Customer Success Team.   The Enterprise Customer Success Manager (CSM) is responsible for the post-sale success of a portfolio of Catchpoint’s Enterprise clients, focusing on gross and net retention.  This position will cover our North America region.

What will success look like in this position?

The ECSM develops a strong understanding of Catchpoint’s value propositions, and partners with clients to ensure value and ROI is being realized.  Our most effective CSMs build expertise in software development, internet technologies, and monitoring best practices.

Responsibilities

• Assume full accountability of the customer journey, from Onboarding through Renewal / Cross-sell, Up sell
• Conduct regular business reviews and monitor account health to maximize account retention
• Map Catchpoint’s value to client’s organization, goals, and challenges to generate growth
• Drive engagement and adoption of Catchpoint’s platform
• Transform clients into partners, developing champions and obtaining executive alignment
• Evangelize success outside of the platform by promoting success in client’s craft and careers
• Be a customer advocate while capturing customer feedback for Product and Marketing
• Partner closely with Catchpoint Sales, Support and other Technical teams to ensure an exceptional customer experience

Required Skills & Qualifications

• Bachelor’s degree or equivalent and 7+ years of experience managing a portfolio of clients, in roles such as Customer Success, Consulting, Account Management, or Sales
• Comfortable presenting to a room, aided by strong written and verbal communication skills  
• Confident, high energy, self-motivated and a true team player 
• Experience persuading and satisfying senior and executive level customer contacts across an enterprise 
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire learn new technologies
• Ability to understand and articulate technical concepts and derive solutions
• Must possess a proven understanding of corporate business world, prior experience in SaaS preferred
• Proficiency in SFDC, Gong, Pendo, O365, Zendesk, ZoomInfo, Klue, Looker