Mid-Market Customer Success Manager

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November 21

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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

• Effectively manage a book of our mid-market customers (typically ~250-300) • Ensure a seamless customer experience throughout the entire life cycle – from onboarding through engagement and renewal • Proactively drive customer adoption and mitigate retention risk • Confidently navigate procurement, commercial terms, and contract negotiations, leading to on-time renewals that maximize net revenue retention • Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews • Accurately forecast renewal revenue for current and future quarters • Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion • Lead account planning efforts in collaboration with Sales to define joint customer success strategies • Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support • Identify opportunities for revenue growth and product expansion in the form of Customer Success Qualified Leads (CSQLs). • Serve as a trusted advisor by connecting customer’s key business challenges to Articulate's solutions and delivering tailored, value-driven recommendations • Be the voice of the customer internally to share product feedback and resolve customer challenges • Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and strategic relationship building • Own and deliver key customer success initiatives that drive product adoption and retention across your book • Participate in special projects and responsibilities aligned with strategic priorities

🎯 Requirements

• 5+ 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 100+ customer accounts • Proven ability to manage complex renewals, including commercial conversations and negotiation • 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 • Demonstrated ownership of the entire customer lifecycle, including onboarding, expansion, and retention • 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 $76,800 to $101,760 for all US locations. • This position is bonus-eligible. • Articulate also offers a robust suite of benefits — visit the website for a full list.