Enterprise Customer Success Manager

Summary

Join Dayshape, an award-winning software scale-up, as their Enterprise Customer Success Manager. You will manage a portfolio of complex enterprise accounts, focusing on user adoption and driving value. Responsibilities include managing customer meetings, building strategic account plans, owning the commercial relationship, creating reports, managing stakeholders, monitoring product usage, nurturing customer advocacy, participating in implementation, providing training, aligning internal resources, providing product feedback, and communicating product updates. The ideal candidate possesses significant experience in Customer Success or Account Management with enterprise-level customers, understands professional services firms, and has experience influencing revenue expansion. Additional preferred qualifications include experience with professional services or public accounting customers and experience with HR/ERP systems. Dayshape offers a competitive salary, performance-based incentives, professional development funds, generous paid time off, enhanced family leave, private healthcare, income protection, a matched pension scheme, wellbeing offerings, innovation weeks, volunteering time, team socials, and a positive work environment.

Requirements

• Significant experience working in Customer Success or Account Management with enterprise level customers, including managing 6 or 7 figure deal sizes and building relationships with executive-level personas
• Have an understanding of how complex Professional Services firms operate
• Experience directly influencing revenue expansion, namely upsell, cross-sell, and relationship expansions that drive economic value
• Experience designing and delivering strategies that help customers improve product deployment, adoption, engagement, and ROI
• Experience selling software and/or SaaS
• Able to challenge customers’ thinking in order to help them achieve their goals, taking ownership and leading the conversation/situation when required
• Self-sufficient and able to problem solve with an entrepreneurial and customer-first mindset
• Able to tailor communication across different functions and levels, including leading webinars and other public speaking
• Accomplished presenter of technical and business solutions in an informative and relevant manner
• Collaborative and able to engage stakeholders and “get the right people around the table” to investigate and tackle issues that may arise
• Demonstrable experience improving customer treatment strategies, internal cross-functional alignment, and Customer Success business processes at a high-growth firm
• Highly organised and able to manage lots of relationships, projects, actions, and many other moving parts concurrently (often with competing priorities)

Responsibilities

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK but throughout the EU
• Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services
• Create, maintain and distribute monthly status reports, health scores and other key metrics
• Manage stakeholders throughout the customers organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO)
• Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
• Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

Preferred Qualifications

• Experience working with Professional Services or Public Accounting customers
• Experience working with, implementing or supporting HR/ERP systems such as SAP, Workday etc

Benefits

• Base salary £50,000 - £60,000 dependent on experience
• Annual performance-based incentive compensation element
• At least £1,000 per year to spend on professional and personal development
• 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days
• Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement
• Enhanced family leave policies
• Private healthcare and rewards through Vitality
• Income protection and death in service cover
• Matched 5% auto-enrolment workplace pension scheme
• Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service
• Innovation Week twice a year - a chance to experiment and work off-project
• Volunteering time – up to 20 hours a year to participate in volunteer work
• Regular All Hands meeting for inspiration and over-communication
• Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, board games and at-home cocktail classes!
• Genuinely nice, smart people to work with, who are excited about growing our company