Principal Customer Success Manager

As a Principal Customer Success Manager at Invoca, you will have a deep level of engagement with your customers and take an active leadership role on the CSM team. While this is an individual contributor position, you are expected to coach and mentor other team members, always driving Continuous Improvement and establishing best practices. Our CSMs understand our customers’ business, goals and challenges. We serve as trusted advisors, 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 customers throughout their lifecycle to help them unlock the most value from our solutions and services.

About the Role:

We are seeking an expert Customer Success Manager to coach, advise and support our most strategic customers. 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, the Principal Customer Success Manager takes the initiative to understand and align your Executive stakeholders’ 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.

This role will focus on customers in the Telecommunications vertical. The Principal CSM will manage a subset of Invoca’s largest and most strategic Telecommunications customers. Knowledge of this industry and the business challenges facing this vertical will be extremely beneficial in this role.

You Will:

• Serve as a trusted advisor to a targeted, high touch portfolio of 2-3 companies by listening to your customers, understanding their business 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 to actional program initiatives and execute on those such as conducting regular milestone check-in calls. Conduct strategic business reviews and steering committee meetings that are meaningful and relevant to the customer’s strategic business goals and objectives.
• 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 Revenue Execution platform across accounts through proactive engagement, education, strategic touchpoints and effective planning. Partner with Sales to ensure a common revenue growth goal for your portfolio of accounts. Acts as a lead generation partner for the Enterprise Sales organization.
• Monitor and influence product usage, customer engagement and satisfaction feedback.
• 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.
• Drive new business growth through customer advocacy and reference-able initiatives.
• Understand how to translate business requirements into technical solutions to enable business architects to build effective solutions
• Build strong relationships across adjacent technologies and partners to drive increased value for customers

You Have:

• 10-15 years’ experience in Customer Success Management in B2B SaaS / Enterprise Software
• 3-5 years’ experience creating or optimizing campaigns with marketing and advertising technology such as Google Ads, Bid Management or programmatic media platforms – or with one of our competitors
• Ability to build strong rapport and establish trust with Executive level customer contacts as well as establish and maintain credibility through a consultative approach.
• Demonstrable experience indefining and implementing a strategic roadmap with and for customers to maximize the business impact of their investment in B2B SaaS. Deep experience in techniques to foster product adoption at scale for a diverse user base with conflicting needs and priorities.
• Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
• Experience with Revenue Execution technologies such as Invoca other Call Tracking solutions, LivePerson, Sprinklr (or similar) required
• 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
• Experience with Salesforce, Gainsight and other Software-as-a-Service preferred
• Strategic marketing agency (eg Omnicom, WPP, Publicis) or Consultancy (eg Deloitte, Accenture etc) experience preferred, including prior experience in working “on site” with customers
• Experience in working in Enterprise Healthcare, Automotive, Financial Services and/or Telecommunications verticals strongly preferred
• A self-starter who takes the initiative to get things done

Preferred:

• Experience supporting Telecommunications customers as a SaaS provider or at a Telecommunications company supporting Revenue Execution
• Knowledge of marketing technology or call center software technology

Salary, Benefits and 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 – Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
• Paid Family Leave – Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
• Sabbatical – We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
• Wellness Subsidy – Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
• Position Base Range – $145,000 – $165,000.00/year, plus bonus potential
• Please note, per Invoca’s COVID-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.