Enterprise Customer Success Manager, Articulate

• 8+ years of experience working in a customer-facing account management, sales or customer success role
• A strong understanding of customer success
• Experience managing a book of 50+ customer accounts
• Experience directly managing renewals, driving renewal strategy, and handling complex customer negotiations
• A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
• Experience creating and upleveling strategic relationships with key stakeholders
• Ability to prioritize a large but strategic book
• Excellent critical-thinking skills
• High commercial acumen and strong discovery skills
• Resiliency, adaptability, and experience thriving in a fast-paced environment
• Ability to work independently with a high sense of self-accountability and as part of a collaborative team
• Excellent verbal, written communication and presentation skills. English is required for this position as the role involves regular communication with English-speaking colleagues across North America and customers in multiple countries
• 2+ years experience in SaaS
• 2+ years experience using Salesforce

Desirable

• Articulate is looking for an experienced Canadian-based customer success professional to join our growing international team. Our Enterprise Customer Success Managers (ENT CSMs) work with customers throughout their post-sales journey to make sure customers are successful with Articulate
• This role is open to candidates located in any Canadian province
• While you will work directly with Articulate, formal employment will be through our employment partner, Pebl
• This arrangement allows us to offer a seamless employment experience with local compliance and benefits administration
• The ENT CSM for the international business will own a book of accounts within our globally-based segment, and build and expand relationships with these customers post-sale
• The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, driving retention, managing complex renewals, and expanding our footprint within these international accounts
• This ENT CSM will also partner with our international sales counterparts to identify and execute growth opportunities within internationally-based accounts
• Manage a book of approximately 50 of our largest and most strategic global Enterprise accounts
• Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal
• Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
• Proactively drive customer adoption and mitigate retention risk
• Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
• Accurately forecast renewal revenue for current and future quarters
• Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
• Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
• Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
• Lead with a customer mindset and connect their key business pains to specific product benefits and value propositions
• Be the voice of the international customer internally to share product feedback and resolve customer challenges
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
• Participate in all enrichment and enablement activities as assigned
• Participate in special projects and additional responsibilities as needed