Enterprise Customer Success Manager, ControlUp
More information about location
Digital employee experience management platform
Open for applications
Digital employee experience management platform
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
To deliver frustration-free digital experiences that unlock seamless productivity.
Role
Who you are
- Experience in one or more of the following roles:
- Customer Success Manager
- IT manager
- Software Sales
- Project Manager
- Sales Engineer/Consultant
- Software Support
- Customer Service
- Professional Services
- Experience in an EUC or similar software company
- Startup / SaaS experience
- Critical thinker, generally curious, problem solver
- Proven experience in building customer relationships with multiple stakeholders in Fortune 50 companies
- Positive attitude and very customer-centric; always willing to put the customers' needs first
- Working knowledge of VDI – Citrix \ VMware virtualization solutions
- Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives
- Some travel required
Desirable
- Experience with Outreach .io, Gong, Salesforce, Slack, Zoom, Google Workspace, Filemaker Pro is a huge plus
- Excellent organization, note-taking, project management, and time management skills
- Exceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs
What the job involves
- As an Enterprise Customer Success Manager, you will be given a portfolio of top tier accounts that require white glove treatment
- These will include Fortune 50 companies, hospitals, and government agencies
- You will manage the post-sale relationship with that customer from a customer service perspective and be responsible for ensuring their success and improved ROI with our product suite
- You will be the primary quarterback for issues that occur and have access to any resource and/or subject matter expert you require from Support, R&D, Marketing, Management, etc. to ensure success of your customers
- We’re looking for a strong communicator, leader, and project manager. The people who excel here are the type who love to learn and see themselves as lifelong learners, strive to go the extra mile, and aren’t afraid to take initiative
- You must be a strong leader and project manager, capable of guiding the customer (including Senior IT professionals, executive stakeholders, and adjacent business unit leaders) through our customer lifecycle methodology
- You must be highly organized and be able to define priorities and where to spend your time. Knowing where not to focus is just as critical as being able to prioritize the top tier accounts
- You will not be responsible for the official structured training of the customer on the product, though you will be responsible for becoming a ControlUp Pro (knowledgeable about every component of our product suite), and being able to effectively communicate to the customer how they can use different features/functionalities of ControlUp to achieve their various goals
- You will not be responsible for single-handedly executing the technical implementation for the customer, but you will be expected to act as the project manager and coordinator to ensure it goes according to plan, and to pull in whatever additional resources are needed to ensure successful implementation
- You will not be responsible for troubleshooting issues, however pointing a customer in the right direction (sharing a relevant KBA, etc.) will quickly set you apart as an especially effective CSM
Our take
ControlUp simplifies the management and optimization of user experience for enterprises with a distributed workforce. By enabling IT teams to monitor and troubleshoot the performance of all devices - whether in-house or remote - it ensures seamless operations across the network.
Though ControlUp has been evolving since 2008, the company has recently seen impressive growth and is on track for Unicorn Status. High-profile clients such as Sanofi, T-Mobile, Verizon, Virgin Money, Exxon Mobil, and Next are among key customers. This surge in success has closely aligned with the rise of hybrid and remote work models, which are expected to remain prevalent in the coming years.
ControlUp's growth is further fueled by its recognition as the Leading Digital Employee Experience (DEX) solution in the 2024-25 End User Computing State of the Union Report. Praised for its time visibility and automated remediation, ControlUp is set to continue expanding as demand for comprehensive DEX solutions grows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Nov 2021
$100m
SERIES D
Nov 2020
$27m
SERIES C
Total funding: $140.6m
Company benefits
- Medical, Dental and Vision: Health benefits begin on the first day as a team member. We offer several plans to choose from to fit your individual or family needs. ControlUl will pay a portion of your monthly cost
- Flexible Time Off: We offer a generous flexible time off policy. In addition, employees receive six paid sick days. ControlUp closes for 10 company paid holidays (varies per year)
- 401k Retirement Benefits: For every dollar you contribute up to 4% of your compensation, ControlUp will contribute 50 cents per dollar. No long waiting periods to receive this benefit - enroll after your first paycheck
- Employee Stock Options: Employee Stock Option plans (ESOP) are offered to all employees after 90 days of employment
- Life Insurance and Voluntary Benefits: 100% company-paid $100K life insurance policy. Also, we offer voluntary benefits such as short and long term disability, supplemental insurance, and AD&D
- Hybrid Work: Enjoy working from one of our four offices around the globe or from the comfort of your home
- Professional Growth: We entrust our team members to carve out their path at ControlUp. There are no limits to the opportunities and growth at ControlUp
- Company Trips and Events: We host several company events and activities (virtual and in person) every year. Additionally, ControlUp hosts an annual, all-expenses paid company trip
- Dog Friendly: Work alongside your furry friends to create a more relaxed and homey work environment
Company values
- Good Vibes: And boy do we have them! We believe in the importance of an environment based on positive energy. Inspiring us to bring our best self to work and freedom to be our unique selves without apology. We care about each other
- In It Together: We're all in the same boat; each contribution moves us closer towards our destination. We'll take one for the team, because we know the team will take one for us. We believe the whole is worth much more than the sum of its parts
- Open Minded: We're willing to listen to other people and consider new ideas, suggestions, and opinions. We can re-evaluate existing behaviors, thought-patterns, and re-shape our way of thinking because we're flexible
- Own It: We're responsible for completing our assigned tasks effectively; intrinsically motivated to follow up and follow through to get the job done. Ownership delivers results, pride in our accomplishments, and learning from our mistakes
- Always Approachable: "No-jerk" policy! We believe in being friendly, welcoming and positively open to feedback, advice, ideas and all types of communication coming from anyone in the company. Everyone should be approachable to consult, help or just say "hi!"
- Integrity: We have uncompromising integrity that allows us to build trust, enduring partnerships and unleash life changing innovation
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Yoni Avital
(Co-Founder & COO)Before co-founding ControlUp, they spent six years working in Social Behavior Change (SBC) for Commart Technologies in Israel.
Jed Ayres
(CEO)Joined ControlUp in 2023 as CEO. Prior to that, they were the CEO of IGEL Technology.
Salary benchmarks
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