Senior Customer Success Manager

Summary

Join RouteThis, a Waterloo-based B2B software company, as a Senior Customer Success Manager. Drive the strategy and execution of success for Growth tier accounts, focusing on high CSAT and renewal rates. Build strong relationships with clients at all levels, manage risk, and ensure customer retention. Deeply understand customer business needs and leverage data to demonstrate ROI. Design and execute compelling business reviews for executives. This role requires 5+ years of experience managing large enterprise accounts and a technical background.

Requirements

• 5+ years of deep experience successfully managing large enterprise accounts/renewals, reflecting your strong foundation in account management, customer relationship management, and customer success strategies
• A technical background, previous experience as a TAM, SE, 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

Responsibilities

• Drive overall ownership of a portfolio of Enterprise accounts ($250k-$ 1.5MM 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

Benefits

• Growth: As a rapidly growing startup, we’re constantly facing new challenges and prefer to promote from within. By working with us, you can jumpstart and shape your career
• Team: At RouteThis you’ll be working on a highly-motivated team.  We have carefully selected who we hire as we are a close team
• Fun: We host social events both virtual and in person.  We believe that  work should be fun and engaging
• Perks & Benefits: We offer competitive salaries, stock options and a comprehensive benefits package
• Location: Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options