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Senior Customer Success Manager - Enterprise

extra holidays
Remote: 
Full Remote
Contract: 
Full time
Work from: 
Canada

Offer summary

Qualifications:

5+ years of experience managing large enterprise accounts and renewals., Technical background or experience as a Technical Account Manager (TAM) or Solutions Engineer (SE)., Strong skills in building relationships across various levels within customer organizations., Ability to analyze data and communicate insights effectively..

Key responsabilities:

  • Drive ownership of a portfolio of Enterprise accounts, focusing on risk management and customer retention.
  • Build and maintain relationships with executives and stakeholders at customer accounts.
  • Design and execute business reviews and ROI studies for customer accounts.
  • Ensure high customer health scores and identify opportunities for growth and renewal.

RouteThis logo
RouteThis SME https://routethis.com/
51 - 200 Employees
See all jobs

Job description

RouteThis is a Waterloo-based B2B software company whose time has come to level up! We’re on a mission to intelligently automate customer support experiences with a market-leading platform that keeps WiFi connected homes future optimized. RouteThis solutions are changing the world of WiFi installation and support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

As the Senior Customer Success Manager, your role is to drive the strategy, execution and success of RouteThis’ Growth tier accounts post sale & adoption. Your goal will be to understand executive priorities and drive a cross functional client service team (CST) to deliver solutions that ensure high CSAT and renewal rates. 

We care deeply about our customer’s success, innovation, working together, and moving fast and are looking for people who share these values and are ready to execute against them every day.

In this role you will:
  • 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

    • What you bring to the table:
  • 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
    • Do you feel like you’re able to tackle this role?  Show us what you got!  We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit.  

    Who we are:
    RouteThis is a fast-growing tech company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues -- or help customer to solve it themselves before even needing to call.

    We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis! Virtual / remote work arrangements available.

    Why RouteThis?
    • 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.

    Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Other Skills

    • Active Listening
    • Teamwork
    • Communication
    Are you interested?

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