Principal Customer Success Manager

2 weeks ago

Santa Barbara, United States Invoca Full time

**About Invoca**:
Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

At Invoca, we live by our four core values:

- **Figure it Out**: we take ownership of our work and are given the freedom to blaze our own trails
- **Help Each Other Thrive**: we foster an inclusive and humble culture that allows us to build value for both our customers and our people
- **Continuous Improvement**: we challenge the status quo every day to develop creative solutions that make our products better and our customers more successful
- **Light the Customer's Way**: we don't just sell a product or turn on a service; we are partners and trusted advisors who support and invest in our customers and their success

If these values resonate with you, we encourage you to come join us - we are building something special.

**About the Team**:
As a Principal Customer Success Manager at Invoca, you will have a deep level of engagement with your customers and take an active leadership role on the CSM team. While this is an individual contributor position, you are expected to coach and mentor other team members, always driving Continuous Improvement and establishing best practices. Our CSMs understand our customers' business, goals and challenges. We serve as trusted advisors, recommending solutions to the challenges they face today and to the ones we know they will need to prepare for. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle to help them unlock the most value from our solutions and services.

**About the Role**:
We are seeking an expert Customer Success Manager to coach, advise and support our most strategic customers. Like any traditional CSM role, you will be responsible for executing on SaaS principles such as software adoption, retention and expansion. However, at Invoca, we go the extra mile. Here, the Principal Customer Success Manager takes the initiative to understand and align your Executive stakeholders' business needs. We know how to support customers and when to call in our team of experts across the company from Sales, Marketing, Technical and Professional Services as well as Invoca's amazing Leadership team to ensure the success of our customers. Our goal is to provide such support and expertise to our customers that their business is better because of the solutions Invoca provides.

This role will focus on customers in the Telecommunications vertical. The Principal CSM will manage a subset of Invoca's largest and most strategic Telecommunications customers. Knowledge of this industry and the business challenges facing this vertical will be extremely beneficial in this role.

**You Will**:

- Serve as a trusted advisor to a targeted, high touch portfolio of 2-3 companies by listening to your customers, understanding their business 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 to actional program initiatives and execute on those such as conducting regular milestone check-in calls. Conduct strategic business reviews and steering committee meetings that are meaningful and relevant to the customer's strategic business goals and objectives.
- 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 Revenue Execution platform across accounts through proactive engagement, education, strategic touchpoints and effective planning. Partner with Sales to ensure a common revenue growth goal for your portfolio of accounts. Acts as a lead generation partner for the Enterprise Sales organization.
- Monitor and influence product usage, customer engagement and satisfaction feedback.
- Coordinate the involvement of other Invoca personnel including executive leadership, sales, support, services, marketing and product development to meet account performance objectives and customer expectations.
- Drive new business growth through customer advocacy and reference-able initiatives.
- Understand how to translate business requirements into technical solutions to enable business architects to build effective solutions
- Build strong relationships across adjacent technologies and partners to drive increased value for customers

**You Have**:

- 10-15 years' experience in Customer Success Management in B2B SaaS / Enterprise S

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