Customer Success Manager

Summary

Join Togetherwork's Associations Product Group as an Account Director and lead a team managing enterprise accounts. You will be responsible for building strong customer relationships, driving retention and renewal, and identifying upsell opportunities. This role requires experience in account management, leadership, and managing enterprise accounts within the software or technology industry. You will collaborate with internal teams, provide strategic recommendations, and ensure customer satisfaction. Togetherwork offers a comprehensive benefits package including health insurance, paid time off, parental leave, and more. If you're passionate about this role and don't meet every requirement, apply anyway; Togetherwork values diversity and inclusion.

Requirements

• Bachelor's degree in Business Administration, Marketing, Accounting, Finance, or related field. Advanced degree preferred but not required
• Minimum of 8-10 years of experience in account management or client leadership roles within the software or technology industry, with at least 8 years of hands-on experience in the field and a minimum of 5 years in a leadership capacity
• Proven track record of successfully managing Enterprise accounts and driving retention & renewal strategies
• Demonstrated experience in leading and developing high-performing account management teams
• Demonstrated ability to communicate with technical and financial stakeholders using appropriate language and vocabulary effectively
• Comfortable discussing SAAS solutions, cloud-based technologies, and other technical aspects relevant to the industry
• Experience translating complex technical concepts into clear, understandable terms for non-technical clients
• Proficiency with Salesforce or Microsoft Dynamics
• Excellent communication skills, both written and verbal, with the ability to effectively communicate complex ideas and strategies
• Proficiency in presentation building, email communication, and conducting business meetings
• Strong negotiation and contract management skills
• Exceptional analytical and problem-solving abilities
• Strategic thinker with the ability to understand market trends and anticipate changes
• Highly organized with excellent time management skills
• Customer-centric mindset with a focus on building long-term relationships
• Collaborative team player with the ability to work cross-functionally

Responsibilities

• Create a High-Functioning Account Management Team: Initially overseeing 2-3 direct reports and potentially more beyond
• Create a high-functioning account team through effective coaching, goal setting, and progress development
• Provide guidance and support to direct reports to ensure alignment with organizational objectives
• Create & Build Customer Confidence
• Develop lasting relationships to create loyal customers and improve retention
• Consult on product usage best practices and drive feature adoption
• Understand their business objectives and how our products support them
• Identifying upsell opportunities
• Secure yearly/ multi-year renewals through strong business routines and contract negotiations
• Ensure customer alignment with ongoing financial deliverables through renewal
• Collaborate with product team to provide recommendations based on client feedback to innovate and enhance our products
• Maintain accurate records of customer interactions (email, shared documents, software/ Salesforce notes)
• Effective Communication: Quarterly Business Reviews
• Strategic Recommendations
• Results Reporting
• Best Practices & Product Adoption Strategies
• Create pro-active presentations (in PowerPoint) that help frame-up and deliver against multiple scenarios
• Analyze and determine customer needs and be able to summarize in presentation formats
• Provide feedback to the Product Management and Support teams; coordinate consolidated customer communications

Preferred Qualifications

Familiarity with Monday.com and Confluence highly preferred, but not required

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform