Enterprise Customer Success Manager
3 months ago
What We're Up To
We're building the largest platform for tech professionals globally. Monthly, millions of professionals visit Built In sites from across the world. We're the only platform they need to stay ahead of tech trends and news, develop their careers and find opportunities at companies they believe in.
Our 1,800 customers include innovative companies of all sizes, from exciting startups to companies in the Fortune 500. To attract our audience of skilled professionals, they trust us to tell the stories of their cultures and share their job opportunities. This helps them hire the industry's most sought-after professionals locally, globally and remotely - ultimately contributing to the industry's ability to innovate a better future.
What You'll Be a Part Of
Working at Built In is the chance to help shape a fast-growing company. Global plans are in flight. With venture funding of $36 million to date, we're expanding not just our geographic footprint but our products and technology.
As we grow into the leading SaaS product for tech recruitment, we're using the latest technologies to serve customers in new, exciting ways - and you'll contribute to that.
You'll also be a part of changing the lives of professionals like you, ambitious people with a passion for tech and love of learning. As a result, you'll understand the impact of your work in a deeply personal, especially meaningful way.
We're looking for an Enterprise Customer Success Manager
The Enterprise Customer Success Manager (CSM) partners closely with Account Managers (AM) to ensure Built In's Enterprise customers achieve a significant return on investment and drive business success with their Built In partnership.
The Enterprise CSM will support our users within assigned accounts, to ensure effective new user and product onboarding and engagement on Built In products and solutions.
How you'll contribute
- Partner closely with the AM to execute on the operational and product utilization related goals of the customer
- Create and execute against project plans by providing user-focused training, content consultation, and engagement
- Partner with the AM on prioritized accounts in order to drive overall customer adoption, enhance customer success, surface upsell opportunities, and mitigate customer churn risk
- Work cross-functionally with other departments in the company including content writers, customer support, and the product team to ensure delivery of customer objectives
- Maintain healthy customer engagement levels by identifying low adoption and providing solutions to further drive customer success
- Identify and provide product education and best practices through analysis of audience engagement metrics, and consultatively map Built In products to existing customer goals
- Maintain an expert-level understanding of Built In products and tech industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
- Interpret customer insights to drive change in product and act as voice of customer for the product team
- Celebrate customer wins when customers achieve optimal results within the partnership
What you need
- 5+ years of Enterprise Customer Success, Account Management, Training and/or Recruiting experience with global customers
- Strong verbal and written communication skills and technical aptitude
- Excellent organizational, project management, and time management skills
- Experience with content marketing, digital marketing, or the ability to act as a creative advisor to clients
- Proficient in Salesforce
- Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up
- Willing to travel approx. 25% for in-person client meetings and events
- Recruiting or other applicable talent related experience
- Intimate knowledge and/or experience of the technology industry and/or HR technology or Marketing technology
- Deep empathy for the customer
- Strong capacity to work across product types, including content and tech
- Experience working with global customers and contacts
- Proficient in ChurnZero
We're revolutionizing tech recruitment. So we question everything, because the best answers sit just to the right of a question mark. That's our heritage as a disruptive company - as a company whose future depends on our capacity to innovate with a sense of drive, purpose and urgency. If you join Built In, you will work from this set of values:
- Be Unreasonably Passionate. Our passion is borderline obsessive, and we're ok with that. No one ever built anything great on a "meh." We work with outsized passion to fulfill our mission.
- Be Humble. You don't have all the answers. Luckily, you don't have to. Don't worry about being right. Be humble instead.
- Stay Curious. Curiosity is a springboard to the future. It can transform the wisp of an idea into a breakthrough. We ask "what if." We work with wonder. It's how we innovate.
- Lead with Solutions. Question everything. But offer solutions as you do. Raise issues. But propose a few answers. For every hole you poke, offer a way to patch it up.
- Own the Result. We have no time for blame or shame. When you stumble, own it, learn from it + get back to business.
- Do More. Do more than your job description. Take initiative. Take charge. No job is beneath you, and no job is too big. Be a leader and do more - do whatever it takes.
- Be Inclusive, Always. We're committed to a culture where all people are respected, have a say and can be their whole selves. We will uplift and advocate for one another. Always.
Built In is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law
Built In is guided by principles of diversity, equity and inclusion (DEI). We are committed to this work over the long-term, but here's some of what's in place today:
- We have five thriving ERG groups: Built In For The People, BuiltOut, United We Parent, Women United in Tech and Built In Tribe.
- We are proud to be led by a woman CEO and founder, and that more than half of our managers and employees identify as women
NOTE: BUILT IN NEVER CONTACTS JOB APPLICANTS VIA TEXT, MESSENGER OR OTHER SIMILAR APPLICATIONS. BE AWARE OF PHISHING AND SPOOFING SCAMS, BOTH VIA TEXT AND EMAIL. ONLY RESPOND TO EMAILS FROM BUILTIN.COM
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