Enterprise Customer Success Manager

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November 20

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Articulate

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Articulate develops e-learning software, content, and resources that change the way the world learns. More than 118,000 organizations worldwide, including all 100 of Fortune 100, have created millions of courses using our online training apps, Articulate 360 and Rise.com. With Articulate 360, e-learning developers get everything they need to create courses for their learning management systems, including the award-winning authoring app Storyline 360. Learn more about Articulate 360 at https://articulate.com/360.With Rise.com, organizations get everything they need to create, track, and manage their online training in one complete system. It's the all-in-one online training system employees love. Learn more about Rise.com at https://rise.com.Articulate also has the industry's largest community, E-Learning Heroes, where online training professionals get inspiration, guidance, product support, and best practices on building online training. Join the 1+ million member of E-Learning Heroes at https://community.articulate.com.As a human-centered organization, Articulate is driven by our vision to empower people to live better lives. We're committed to providing the best value to customers and doing right by our employees.We're building a team that looks like the world we live in and an environment where people from diverse backgrounds feel like we belong. Learn more about why we're one of Inc. Magazine's Best Workplaces of 2020: articulate.com/about/careers

201 - 500 employees

Founded 2002

💰 $1.5G Series A on 2021-06

📋 Description

• Manage a book of 60-80 of our largest, most strategic Enterprise accounts • Own the entire customer life cycle for your accounts, including onboarding, engagement and renewal • Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention • 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 • Proactively drive customer adoption and mitigate retention risk • Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support • Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction • Be the voice of the customer internally to 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

🎯 Requirements

• 8+ years 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 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 • 2+ years experience in SaaS • 2+ years experience using Salesforce

🏖️ Benefits

• The pay range for this position is $102,900 to $136,316 for all U.S. locations. • This range represents our good faith expectation of what we reasonably expect to pay for this role based on factors including (but not limited to) skills, experience, training, licensure and certifications, education, and other business and organizational needs. • This position is bonus-eligible. • Articulate also offers a robust suite of benefits — visit the website for a full list.