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Customer Success Manager for Mid-Market Clients

2 months ago

Arlington, Virginia, United States Envoy Full time
About Envoy


Envoy's innovative workplace platform has transformed how organizations manage visitor experiences, optimize onsite interactions, reserve workspaces, oversee deliveries, and access precise workplace data across 16,000 locations worldwide. Our products are designed to address common workplace challenges effectively.


Envoy offers a streamlined approach to handling complex safety, security, and compliance requirements across all workplace sites, facilitating seamless collaboration.

Utilize intelligent, automated solutions to tackle frequent workplace issues, such as maximizing underutilized spaces and reducing repetitive tasks. This not only enhances the efficient use of resources but also allows your team to concentrate on impactful work.


With Envoy's user-friendly technology that employees appreciate, you can cultivate a positive workplace atmosphere that encourages community and collaboration, simplifying the coordination of onsite work.


Unlike competitors providing fragmented workplace solutions and unreliable data sources, Envoy's platform delivers accurate, comprehensive, and cohesive workplace insights, empowering informed business decisions.

Our integrated solutions aggregate data from various sources to guarantee you always have the most reliable information at hand.


About The Role


At Envoy, we prioritize exceptional customer experiences. As a Customer Success Manager for Mid-Market Clients, you will be instrumental in ensuring our esteemed customers realize their objectives.

Your steadfast customer-centric approach and commitment to excellence will motivate you to forge robust relationships, comprehend customer requirements, and proactively uncover growth and success opportunities throughout the customer journey.

At Envoy, we adopt a collaborative approach with our clients. As a Mid-Market CSM, you will work closely with fellow CSMs and cross-functional teams, including Sales, Support, SEs, and Product.

Key Responsibilities:

  • Effectively manage approximately 70 accounts throughout the customer lifecycle, from onboarding to adoption and renewal.
  • Establish success plans and metrics with each customer to ensure they derive business value from Envoy.
  • Identify customers exhibiting low engagement or potential risks, and drive increased adoption, account health, and retention.
  • Utilize tools and technology to deliver value to multiple accounts simultaneously through email campaigns, training sessions, new materials, and office hours.
  • Spot expansion opportunities within your account base and collaborate with AEs and RMs to capitalize on these prospects.
  • Act as the Voice of the Customer by facilitating escalations to resolution and managing product feedback requests.
  • Maintain updated account records and accurate retention forecasts.

Qualifications:

  • 3+ years of experience in a customer-facing role such as Customer Success, Account Management, or Customer Experience within B2B SaaS companies.
  • Proficiency in managing the post-sales customer lifecycle.
  • Excellent prioritization skills to execute high-touch and tech-touch strategies concurrently.
  • Strong presentation abilities.
  • Capability to leverage data to achieve both customer and internal objectives.

Personal Attributes:

  • Dedicated to helping customers achieve outstanding results.
  • Exceptional written and verbal communication skills.
  • Highly organized and self-sufficient.
  • Thrives in a dynamic organizational environment.
  • Entrepreneurial mindset and self-driven.
  • Consultative approach with demonstrable experience.
  • Eager to learn and grow within Envoy.
  • Intellectually curious and ambitious.

What We Offer:

  • A high level of trust in your ideas and execution.
  • An opportunity to collaborate with talented individuals.
  • An inclusive community where you feel valued and supported.
  • The chance to make an immediate impact in enhancing customer workplace experiences.
  • Support for your personal and professional development.

Compensation Overview:

Envoy's compensation package includes a competitive salary, equity for all full-time roles, and comprehensive benefits.