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Enterprise Client Success Leader

2 months ago

Portland, Oregon, United States RFPIO Inc. Full time
About RFPIO Inc.

RFPIO Inc. is a premier provider of strategic response management software, revolutionizing the way organizations disseminate and exchange vital information.

The AI-driven RFPIO Platform is specifically designed to handle responses at scale, enabling businesses globally to enhance growth, mitigate risks, and elevate employee experiences.

With nearly 2,000 clients relying on RFPIO to manage RFPs, RFIs, DDQs, ESGs, security questionnaires, and various information requests, we are committed to excellence in customer service.

Position Overview

This role is remote, with opportunities available in various locations.

The Customer Success function is pivotal in helping clients realize their business objectives by acting as trusted advisors dedicated to increasing product adoption and minimizing churn.

The Enterprise Customer Success Manager (CSM) plays a vital role within our organization, managing relationships with RFPIO's most significant clients to foster trust, demonstrate value, and ensure our platform aids in revenue growth, risk reduction, and process optimization throughout the customer lifecycle, ultimately leading to retention and expansion of their portfolio.

As the primary liaison for our clients and the representative of RFPIO, an Enterprise CSM must adeptly navigate complex client organizations to provide exceptional ongoing support to a portfolio that includes Fortune 500 companies.

They will possess a comprehensive understanding of clients' businesses, objectives, and challenges, facilitating ongoing discussions to strategically enhance adoption and optimization while advocating for the client across various RFPIO teams.

Key Responsibilities
  • Develop a thorough understanding of the needs and challenges of all accounts within the assigned portfolio.
  • Establish a trusted advisor relationship with client stakeholders to ensure they are maximizing the solution(s) to achieve full business value.
  • Craft customer success narratives by identifying, developing, and sharing best practices that empower clients to achieve their business goals by fully leveraging RFPIO solutions.
  • Build multi-threaded relationships throughout the client organization.
  • Successfully engage in discussions with all levels of client contacts, from end-users to executives, to effectively uncover challenges, sentiments, and upsell opportunities.
  • Act as the voice of the client; gather and relay feedback to drive continuous improvement across all areas, including onboarding, training, product development, and professional services.
  • Collaborate cross-functionally within RFPIO to advocate for the client's needs.
  • Conduct regular client business reviews focusing on value-driven and strategic goal achievement.
  • Monitor and respond to client health metrics, adoption rates, sentiment, and other indicators.
  • Manage client expectations effectively across all areas.
  • Maintain detailed documentation of account specifics and activities, tracking client health, adoption, utilization, sentiment, and other metrics throughout the client journey.
  • Identify potential churn or downgrade risks early, conduct appropriate discovery, and collaborate cross-functionally to mitigate.
  • Seek out, identify, and cultivate interest in opportunities for expansion through additional features and paid professional services.
  • Manage escalations of client issues, facilitating communication among relevant internal and external stakeholders, and provide ongoing support until resolution.
  • Exhibit exemplary communication skills in written, verbal, and presentation formats, along with a polished and professional executive presence.
  • Set a standard of excellence in client care and serve as a role model for other Customer Success team members.
  • Continuously pursue professional growth and learning within the role and contribute to the coaching and further education of others in the Customer Success department.
Qualifications

Experience:

  • 5-7 years of experience in customer success management, sales account management, or other customer-facing roles within B2B SaaS organizations.
  • 2+ years of experience managing accounts with an average of $50k+ in ARR.
  • Proven track record of success working with enterprise-level, Fortune 500 clients.
  • Demonstrated success in managing customer relationships and achieving renewal and growth targets.
  • Experience with customer analytics platforms, Gainsight preferred.
  • Familiarity with RFXs or proposal management teams is a plus.

Knowledge & Skills:

  • Self-motivated with a proven history of driving customer success in SaaS environments and promoting technology adoption within organizations.
  • Account mapping abilities to engage and maintain relationships with high-level stakeholders.
  • Highly organized with the capacity to multitask, prioritize, and scale.
  • Passionate about customer success and delivering customer value.
  • Data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback.
  • Strong presentation skills and excellent verbal and written communication abilities.
  • Flexible, adaptable team player with strong interpersonal skills.
Additional Information

The compensation range for this role is competitive, depending on experience and location. Employees can expect a comprehensive benefits package, including:

  • Competitive compensation and company bonuses.
  • 401k with company matching.
  • Unlimited professional development opportunities.
  • Generous paid vacation and sick leave.
  • Mental wellness programs to support well-being.
  • Team-building events and activities.

RFPIO Inc. is dedicated to fostering a diverse and inclusive culture that we can all take pride in.