Enterprise Customer Success Strategist

2 months ago

New York, New York, United States Herald Full time
About Us

Herald is a pioneering digital infrastructure company that specializes in commercial insurance. Our mission is to simplify the insurance buying process for developers by providing a single API to access quotes from multiple carriers. We're committed to building a robust ecosystem that connects applications to the insurance industry.

The Role

The Enterprise Customer Success Manager (CSM) is a critical role that requires developing and maintaining strong relationships with Herald's largest and most strategic clients. As a CSM, you will be responsible for ensuring that our enterprise customers derive maximum value from our products and services. This involves driving adoption, retention, and overall customer satisfaction.

Key Responsibilities:
  • Customer Relationship Management:
    • Build and maintain long-term relationships with key stakeholders and decision-makers within enterprise accounts.
    • Serve as the primary point of contact for enterprise customers, ensuring a seamless and positive customer experience.
  • Onboarding and Implementation:
    • Guide new enterprise customers through the onboarding process, ensuring they are set up for success.
    • Collaborate with Herald's product and engineering teams to ensure timely and effective deployment of products and services.
  • Account Management:
    • Develop and execute account plans to drive customer success and achieve business outcomes.
    • Conduct regular business reviews to assess customer satisfaction, usage, and identify opportunities for growth.
  • Advocacy and Retention:
    • Act as the voice of the customer internally, advocating for their needs and priorities.
    • Proactively identify and mitigate risks of churn, implementing strategies to improve customer retention.
  • Product Expertise:
    • Maintain deep knowledge of Herald's products and services, understanding how they can be leveraged to meet customer needs.
    • Provide product training, best practices, and resources to enterprise customers to maximize their investment.
  • Collaboration and Coordination:
    • Work closely with sales, support, product, and marketing teams to ensure alignment and address customer needs.
    • Coordinate with technical teams to resolve complex issues and ensure customer satisfaction.
  • Metrics and Reporting:
    • Track and report on key performance indicators (KPIs) related to customer success, such as adoption rates, renewal rates, and customer satisfaction scores.
    • Use data-driven insights to identify trends and areas for improvement.
Requirements:
  • 7+ years of experience in enterprise customer success, account management, or related roles. Preferably in a SaaS or technology environment.
  • Experience working with an API as a product, or experience in the commercial insurance industry is a plus.
  • Exceptional interpersonal and communication skills, with experience building strong relationships and influencing others.
  • Strong problem-solving and analytical skills, with the ability to think strategically and drive results.
  • Excellent organizational and project management skills, with a track record of managing multiple priorities and deadlines.
  • Ability to work cross-functionally, with a proactive and self-motivated approach.
  • Managed a book of business tied to revenue optimization and goals.
What We Offer:
  • Competitive compensation packages based on experience.
  • Company equity.
  • Hybrid-flexible company based in New York City.
  • Relocation stipend (if you want to join us in the Northeast).
  • Quarterly in-person meetups.
  • 20 days of PTO (that roll over) + 12 company holidays + 5 sick days.
  • Quality health, vision, and dental insurance.
  • Pre-tax commuter benefits to be used towards parking & transit costs for those working hybrid in our offices.
  • 401K plan.
  • $500 additional home office stipend (beyond the standard equipment).
  • Parental leave for all kinds of parents (including adoption and foster care).
  • An agile and motivated team.

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