Principal Customer Success Manager

Summary

Join Invoca as a Principal Customer Success Manager and become a trusted advisor to one of our key strategic customers. You will deeply understand their business needs, goals, and challenges, serving as an extension of their team. This role requires leveraging Invoca's platform and collaborating with internal teams to ensure customer success and growth. You will be responsible for onboarding, support, and expansion, driving customer advocacy and new business. The ideal candidate possesses extensive experience in B2B SaaS and customer success, along with expertise in Conversation Intelligence and related technologies. This remote position offers a competitive salary and comprehensive benefits package.

Requirements

• 5+ years customer success management experience
• 5+ years experience with B2B SaaS and enterprise software
• Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
• Experience with Conversation Intelligence technologies such as Invoca or other Call Tracking solutions, LivePerson, Sprinklr (or similar) required
• Experience working with technologies such as Adobe Analytics, Google Ads, Sitecore, Hubspot, Fullstory (or similar) required
• Experience with Genesys, Cisco, Five9 or similar Contact Center as a Service technologies
• Excellent organizational and project management skills to juggle multiple priorities and effectively motivate cross-functional teams to align on execution
• Excellent communicator with strong listening skills and technical aptitude
• Ability to build strong rapport and establish trust and credibility through a consultative approach

Responsibilities

• Serve exclusively as a trusted advisor to a key customer, understand their objectives, pain points, and revenue goals. Provide guidance and solutions to help them achieve results through Invoca
• Provide support throughout their lifecycle, ensuring customer and Invoca achievements are met through adoption, growth and renewal plans
• Translate the strategic needs of the customer into business requirements that can be shared with partners and adjacent platforms to augment data across systems and enhance customer experience
• Understand the customer’s full organization. Develop rapport across teams to uncover business pain and strategic mapping of Invoca value to solve those challenges
• Grow usage of Invoca’s Active Conversation Intelligence platform across accounts through proactive engagement, education, strategic touchpoints and effective planning
• Monitor and influence product usage, customer engagement and satisfaction feedback
• Stakeholder & project management across various stakeholder groups at the customer to ensure initiatives move forward and receive visibility & escalation where needed
• Coordinate the involvement of other Invoca personnel including executive leadership, sales, support, professional services, marketing and product development to meet account performance objectives and customer expectations
• Drive new business growth through customer advocacy and reference-able initiatives

Preferred Qualifications

• Experience with Salesforce, Gainsight and other Software-as-a-Service preferred
• BA/BS degree preferred
• A self-starter who takes the initiative to get things done
• Preferred: located near the Seattle area to visit customers on-site 1-2 days a month

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed
• Paid Holidays – Invoca provides 16 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock Options – All employees are invited to share in Invoca’s success through stock options
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program
• Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more
• Position Base Range - $127,500 to $160,000 Salary Range / plus commission potential
• This role is remote and open to candidates located in the United States and Canada