Senior Customer Success Manager – Enterprise

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November 3

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RouteThis

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Telecommunications • SaaS • IoT

RouteThis is a company that specializes in optimizing in-home WiFi experiences for service providers and IoT and Smart Home brands. Their software solutions, such as RouteThis Certify and RouteThis Resolve, provide tools for optimizing WiFi installations and repairs, troubleshooting, and empowering customers to self-diagnose connectivity issues using mobile devices. RouteThis's platform is designed to be CPE-agnostic and scalable, offering service providers and smart home companies a way to improve customer satisfaction and reduce support calls. The company emphasizes delivering actionable insights and a seamless onboarding experience, with solutions implemented in over 30 countries and supporting over 6 million homes annually.

51 - 200 employees

Founded 2015

📡 Telecommunications

☁️ SaaS

💰 $3M Debt Financing on 2022-02

📋 Description

• Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 mil ARR each), including all aspects of risk identification/management, program definition/execution, customer health and retention/renewal • Build deep, diversified relationships at all levels for owned accounts. Communicate effectively with different audiences within customer accounts and RouteThis • Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings • Connect customer initiatives and problems into expansion and renewal success • Deeply understand customer business, including their strategic goals and how those translate into departmental projects • Solution within those strategic priorities to grow the value each customers gains from RouteThis every year • Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health • Ensure high health scores via ROI understanding, building multi-threaded relationships at the executive level, and providing opportunities for continuous growth towards strategic priorities in your book of business

🎯 Requirements

• 5+ years of deep experience successfully managing large enterprise accounts/renewals, in a senior role reflecting your strong foundation in account management, customer relationship management, and customer success strategies • A technical background, previous experience as a Technical Account Manager, Sales Engineer, or a technical degree/experience is needed for this role • Capable of building relationship maps and managing high and wide in customer organizations • Proven experience building customer relationships across various audiences including executive relationships • Communicate at an audience level and support operations teams in communicating RouteThis’ value within the customer organization • Ability to effectively forge new customer relationships both at executive and influencer levels using a variety of techniques including cold outreach • Ability to understand and analyze data, use this information to tell stories with data and help customer leverage full value from RouteThis • You have managed high growth and enterprise accounts leveraging your personal abilities to grow and retain customers • Ability to deeply understand enterprise strategic goals across a wide range of personas • Exceptional listening skills and master storyteller, able to see the narrative for how your products and solutions“fit in” • Ability to map and navigate large/complex customer organizations, achieving buy-in to your programs/plans and influencing change • Solid experience managing the renewal process, inclusive of navigating enterprise procurement procedures, speaking to the heart of customer success management.

🏖️ Benefits

• Total compensation package that includes competitive salaries, stock options, extended long weekends, and a comprehensive benefits package. • Flexible work arrangements including hybrid and remote options across Canada. • We host social events both in person and virtual.