Senior Customer Success Manager, RouteThis
Enterprise
+ Stock options
Network connectivity diagnostic and support platform
Open for applications
Network connectivity diagnostic and support platform
21-100 employees
Open for applications
+ Stock options
21-100 employees
Company mission
RouteThis' mission is to help ISPs and smart home brands deliver flawless WiFi connectivity to their customers.
Role
Who you are
- We care deeply about our customer’s success, innovation, working together, and moving fast and are looking for people who share these values and are ready to execute against them every day
- 5+ years of deep experience successfully managing large enterprise accounts/renewals, in a senior role reflecting your strong foundation in account management, customer relationship management, and customer success strategies
- A technical background, previous experience as a Technical Account Manager, Sales Engineer, or a technical degree/experience is needed for this role
- Capable of building relationship maps and managing high and wide in customer organizations
- Proven experience building customer relationships across various audiences including executive relationships
- Communicate at an audience level and support operations teams in communicating RouteThis’ value within the customer organization
- Ability to effectively forge new customer relationships both at executive and influencer levels using a variety of techniques including cold outreach
- Ability to understand and analyze data, use this information to tell stories with data and help customer leverage full value from RouteThis
- You have managed high growth and enterprise accounts leveraging your personal abilities to grow and retain customers
- Ability to deeply understand enterprise strategic goals across a wide range of personas
- Exceptional listening skills and master storyteller, able to see the narrative for how your products and solutions“fit in”
- Ability to map and navigate large/complex customer organizations, achieving buy-in to your programs/plans and influencing change
- Solid experience managing the renewal process, inclusive of navigating enterprise procurement procedures, speaking to the heart of customer success management
What the job involves
- As the Senior Customer Success Manager - Enterprise, your role is to drive the strategy, execution and success of RouteThis’ Enterprise tier accounts post sale and adoption
- Your goal will be to understand executive priorities and drive a cross functional group to deliver solutions that ensure high Customer Health and renewal rates
- Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 mil ARR each), including all aspects of risk identification/management, program definition/execution, customer health and retention/renewal
- Build deep, diversified relationships at all levels for owned accounts. Communicate effectively with different audiences within customer accounts and RouteThis
- Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings
- Connect customer initiatives and problems into expansion and renewal success
- Deeply understand customer business, including their strategic goals and how those translate into departmental projects
- Solution within those strategic priorities to grow the value each customers gains from RouteThis every year
- Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health
- Ensure high health scores via ROI understanding, building multi-threaded relationships at the executive level, and providing opportunities for continuous growth towards strategic priorities in your book of business
Our take
Seamless connectivity is the backbone of successful ISPs, Smart Home, and IoT companies, but this is difficult with so many devices and customers. Whilst good customer service and infrastructural maintenance can help, traditional diagnosis methods often require repetitive trial and error and questioning, ultimately leading to long queues, longer downtime, and lower customer satisfaction.
RouteThis provides a WiFi connection management and analytics platform, allowing ISPs and IoT companies to visualize the status of their users' connections, diagnose issues remotely, and facilitate seamless and rapid customer service to ensure reconnection. The company claims that its connectivity solutions will help attract and retain customers, fuel revenue growth, reduce employee budgets through automation, and grow market share.
Whilst remote customer service for WiFi and other networking services already exists, RouteThis stands out with its data-driven approach, augmenting the diagnoses process and identifying the source of technical problems quickly and effectively. Through this approach, the company aims to speed up migration to IoT connections by making it easier for companies to provide excellent technical support.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-23% employee growth in 12 months
Company
Funding (2 rounds)
Feb 2022
$18.2m
SERIES A
Apr 2018
$3.7m
SEED
Total funding: $21.8m
Company benefits
- Health & Wellness - From dental to acupuncture, and everything in between, our benefit program covers it all—so you can build the future you want and achieve all your health and wellness goals
- Everyone is Welcome - We believe diversity, inclusion, and belonging are core tenets of any society. That’s why we’ve built a workplace where everyone is welcome, and everyone has equal access to opportunity
- We're Flexible - You know how you work. We’ll help you do that. Our flexible work environment means you have the freedom to work when and how you’re at your best
- Work and Play - Work can be fun, and we’ll make sure it is! From monthly social events to team lunches, a fully stocked office kitchen, and more, there’s never a dull moment at RouteThis
Company HQ
City Commercial Core, Kitchener, ON
Leadership
Jason Moore
(CEO)Researcher and Developer for Semtech from 2011 to 2012.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at RouteThis