Enterprise Customer Success Manager, Merge
$175-200k
OTE
+ Equity
5 days a week in office
One API for all integrations
Open for applications
One API for all integrations
101-200 employees
Open for applications
$175-200k
OTE
+ Equity
5 days a week in office
101-200 employees
Company mission
To make secure data access easy.
Role
Who you are
- You should be driven, adaptable to change and creative as you help us test out new ideas and find what works in the pursuit of building a truly customer-centric process
- A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders
- Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders
- A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge
- The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc
- An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
What the job involves
- Merge is looking for an Enterprise Customer Success Manager to help lay the foundations for repeatable and consistent revenue growth
- In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
- You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
- The expectation will be to manage up to 30 enterprise customers
- Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals
Our take
Merge API helps B2B companies navigate the increasing number of APIs needed to integrate SaaS products. Its unified API provides access to dozens of payroll, recruiting, accounting, and HR platforms using a single integration layer. It also offers integration management tools. Together, these features are designed to help businesses work with a large number of APIs without compromising on efficiency.
Merge was founded in 2020 and has already built a large client base for itself, including Deed, AngelList, Ramp and Reachdesk. It has also expanded into new areas, providing support for CRM tools, ticketing systems and project management functions.
After increasing annual revenue by over 30 times in 2022, Merge raised investment funds in a Series B round led by Accel. The company is utilizing this influx of funding to hire additional talent and build out its product into new verticals such as an on-premises offering for enterprises.
Steph
Company Specialist at Welcome to the Jungle
Insights
57% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2022
$55m
SERIES B
Nov 2021
$15m
SERIES A
Total funding: $74.5m
Company benefits
- Healthcare
- Unlimited PTO
- Parental Leave
- 401k
Company HQ
SoMa, San Francisco, CA
Leadership
Shensi Ding
(Co-Founder)Studied Computer Science at Columbia before joining Credit Suisse as an Investment Banking Analyst. Previously Chief of Staff at Expanse.
Gil Feig
(Co-Founder)A Columbia graduate who has worked for LinkedIn and Wealthfront as a Software Engineer. Previously Head of Engineering at Canvas.
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