Scale Customer Success Manager, Envoy

$110-125k

OTE

Competitive salary with 90% base pay and 10% performance-based variable compensation. Incentive Focus Areas: Variable compensation is tied to Net Revenue Retention (NRR) and product utilization, rewarding impact on customer growth and engagement. + Equity

Salesforce

Gainsight

Outreach

Mid and Senior level

Austin

More information about location

4 days a week in office

Flexible workplace platform

Be an early applicant

Flexible workplace platform

201-500 employees

B2BEnterpriseHRInternal toolsOffice

Be an early applicant

$110-125k

OTE

Salesforce

Gainsight

Outreach

Mid and Senior level

Austin

More information about location

4 days a week in office

201-500 employees

B2BEnterpriseHRInternal toolsOffice

Company mission

To create a world where workplaces work better.

Job

Company

Role

Who you are

This role is ideal for someone who thrives in a data-driven, fast-paced environment and is motivated by the opportunity to have a broad impact through both direct customer relationships and digital engagement strategies
3+ years of experience in a customer success or account management role
Proven ability to manage a large book of business and an analytical mindset. You’re comfortable drawing insights from data to evaluate customer performance, make decisions, and prioritize effectively.
A strong track record of driving customer adoption and identifying upsell opportunities
Demonstrated ability to quickly learn new concepts and a strong desire to continuously grow into a product expert
Strong written and verbal communication skills, including experience with 1:many communication at scale
Proficiency with CRM and communication tools like Salesforce, Outreach, Mixmax, Gainsight, and Vitally
Entrepreneurial and resourceful with a go-getter mindset
Naturally empathetic and data-driven in your approach
Ahead of industry trends and methodologies, and constantly looking to better your game through new technologies and learnings
Highly organized and able to manage multiple accounts and priorities
Based in or willing to work in our Austin, TX, or Denver, CO offices with a 4-day-a-week in-office policy

What the job involves

At Envoy, we’re passionate about helping our customers succeed at scale
As a Customer Success Manager on the Scale Team, you’ll play a key role in driving adoption, engagement, and retention across a high-volume portfolio of long-tail and strategic-growth accounts
You’ll collaborate closely with teams across Sales, Marketing, Support, Product, and Data—while building strong connections with our customers
Manage a Book of Business: Own a portfolio of hundreds of customers, prioritized based on health, ARR, lifecycle stage, and expansion potential
Drive Adoption and Retention: Engage customers through a mix of one-to-one, one-to-few, and one-to-many strategies to drive meaningful product adoption, maximize feature utilization, and reduce churn risk
Unlock Expansion Opportunities: Surface and nurture expansion potential within your accounts. Collaborate with Sales to build a strong pipeline and convert opportunities into revenue growth
Leverage Data to Prioritize: Monitor customer health, product usage, engagement signals, and renewal timelines to deliver timely, personalized touchpoints and interventions
Build Repeatable Programs: Partner with Marketing, Product, and Ops to create scaled campaigns that educate and guide customers through their lifecycle
Deliver Strategic Touchpoints: Host 1:many workshops, office hours, and lifecycle check-ins for all customers. Engage directly with strategic customers when the business case supports 1:1 outreach
Surface Insights and Feedback: Serve as the voice of the customer by escalating feature requests and product gaps that impact retention at scale
Partner Cross-Functionally: Serve as a customer advocate to the rest of the organization, work with Sales, Support, Implementation, and Product to align around customer goals and deliver a cohesive experience
You'll get:
A high degree of trust in your ideas and execution
An opportunity to partner and collaborate with other talented people
An inclusive community where you feel welcomed and cared for as a person
The ability to make an immediate impact, helping customers create a great workplace experience
Support for your personal and professional growth

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

Top investors

-10% employee growth in 12 months

Glassdoor (2.7)

Trustpilot (3.8)

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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