Lead Customer Success Manager

Summary

Join Textio as a Lead Customer Success Manager and cultivate strong relationships with strategic enterprise customers. You will guide customers through their Textio journey, ensuring value realization and product adoption. Responsibilities include leading renewals, expansion discussions, and collaborating with sales for cross-sell opportunities. You will act as the internal customer voice, working with various teams to enhance customer experience and inform product improvements. This role requires some travel. Textio offers a competitive salary and benefits package, including flexible schedules, unlimited time off, and comprehensive healthcare.

Requirements

This role will require some travel for in-person customer visits or events

Responsibilities

• Retain and grow a portfolio of Textio's largest, global Strategic customers
• Lead the entire renewal process, driving upsell opportunities to meet revenue and growth targets
• Partner closely with these customers to integrate Textio into their workflows and increase lifetime value
• Establish strong relationships with key decision-makers and influencers in each account
• Build multi-threaded relationships across HR Leadership and Talent Acquisition departments
• Understand each customer's unique goals, expectations, and challenges, and tailor strategies accordingly by actively listening, asking questions, and guiding the conversation
• Conduct regular customer touchpoints like business reviews and success plans to drive adoption, renewal, advocacy, and expansion
• Develop and implement a tailored customer engagement strategy for each account, coordinating closely with Textio and customer teams
• Give back to the team, guiding them from your experience and setting an example for other CSMs

Preferred Qualifications

• Have successfully handled and worked with global enterprise-level customers, including handling their renewals
• Are a skilled, strong negotiator with experience in leading large, complex procurement cycles. Previous experience owning renewals and upselling as an Enterprise CSM
• Are adept at driving customer adoption and providing value consultation to multiple senior partners while driving tangible outcomes and build strategies aligned with customer needs
• Are highly organized and can effectively prioritize tasks for maximum customer value
• Can inspire customers through transformational storytelling and the use of data to demonstrate what is possible with Textio
• Are a strong communicator, both verbally and in writing. Comfortable communicating with all levels of internal and external customers
• Are results minded, and collaborates with others ensuring to capitalize on the diverse strengths of those around you
• Are an excellent customer success practitioner, able to handle your book of business, bringing up issues to leadership, and ownership of all key account actions
• Ability to quickly grasp and explain technical and business concepts
• Have a point of view but maintain a low ego!

Benefits

• Flexible schedules and unlimited time off
• Outstanding health care, dental, and vision coverage for you and your family
• Paid time to volunteer at non-profits. If you volunteer enough, we’ll match your hours with donations
• On demand mentoring with Bravely