Strategic Digital Customer Success Manager, Envoy
$120.7-141.9k
+ Equity
3 days a week in office
Flexible workplace platform
Job no longer available
Flexible workplace platform
201-500 employees
Job no longer available
$120.7-141.9k
+ Equity
3 days a week in office
201-500 employees
Company mission
To create a world where workplaces work better.
Role
Who you are
- The ideal candidate has a passion for using data and technology to understand customer behavior, and for creating campaigns that drive customer value, retention, and growth
- 3+ years experience in a customer-facing role with a background in customer lifecycle management over a large portfolio of accounts. Specific Digital or Scale Customer Success experience preferred
- 1+ years experience in managing programs or people
- A strong drive to execute and iterate on programs, an analytical mindset, and an ability to balance multiple priorities
- Experience implementing digital tools, assets and workflows within a Customer Success team
- Excellent written and verbal communication skills, with an entrepreneurial attitude and passion for learning
- The ability to leverage data and business intelligence to help drive customer value as well as your own internal goals. You have utilized metrics-based performance analytics to evaluate customer performance
- Experience acting in a leadership role cross-functionally to lead initiatives for customer lifecycle definition, voice-of customer feedback as well as product feedback loops
- Highly organized & autonomous
- Comfortable and energized operating in a fast moving organization
- An innovative and entrepreneurial spirit
- Naturally quantitative
- Ahead of industry trends and methodologies, and constantly looking to better your game through new technologies and learnings
- Passionate about technology solutions and finding ways to automate tasks
- Always exuding Envoy values
What the job involves
- In this role you’ll be responsible for helping drive value and results within our high-growth SMB accounts worldwide
- You’ll coach and support the Digital Customer Success Manager team in implementing a digital customer engagement model
- You’ll also be hands-on in managing Envoy’s large portfolio of customers and assisting with scalable programs and campaigns
- To be successful in this role, you will continuously improve customer-facing interactions to increase metrics like product adoption, customer satisfaction, retention, and expansion revenue
- This role is highly cross-functional, requiring you to collaborate with Envoy’s Customer Success, Marketing, Support, Product, and Data teams - as well as customers, of course!
- Execute on one-to-many customer engagement strategies for our long-tail customers. The Strategic Digital CSM will thrive using analytics to prioritize in an ambiguous environment
- Monitor customer usage data, health indicators, and renewal dates to inform segment-specific success programs
- Ensure Envoy customers derive maximum value from their investment in our platform, utilizing key features and products
- Serve as a customer advocate to the rest of the organization, working cross-functionally to monitor success and inform the product
- Represent Envoy as a domain and product expert in customer interactions, and online in both customer-facing and internal communities
- Provide coaching and mentorship to the Scale Customer Success Managers, helping them to become a best-in-class customer success unit
- Always push for industry-leading NPS scores
Our take
Envoy is a visitor management platform. Envoy offers a raft of workplace management tools, which help businesses ensure that their shop floor runs efficiently.
Envoy has already helped organise tens of thousands of locations globally, and brings together several solutions in a flexible package. The platform manages hybrid schedules, welcomes guests, helps companies improve security, assists with the management and booking of rooms for collaboration, and even plays a role in structuring mailrooms more effectively.
A 2022 series C funding round took the company to a valuation of over $1B. It has been invested into company growth and creating more tools for secure and connected workplaces.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2022
$111m
SERIES C
May 2020
$30m
LATE VC
Total funding: $200.2m
Company benefits
- Flexible time off to help you relax and recharge
- Learning and development stipends
- Full health coverage for you and your dependents
- A remote working credit to set up your home office
- $100 monthly wellness credit
- $100 headphone credit every 2 years
- A 401K, so you can invest in your future
- 12 weeks of paid parental leave
Company HQ
SoMa, San Francisco, CA
Leadership
Larry Gadea
(Founder & CEO)Software Engineering at Carleton University. Systems Performance Consultant at Milo and Shopify. Infrastructure Engineer at Twitter. Founded Envoy in 2013.
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