Lead Customer Success Strategist, Enterprise

2 weeks ago

Houston, Texas, United States Textio Full time

Note:

We support 100% remote work for applicants who reside in specific states.


Textio is dedicated to assisting organizations in hiring and retaining diverse teams by eliminating bias throughout the talent lifecycle.

Textio equips you with the tools necessary to create high-performing teams by attracting varied talent and fostering their professional development.

As a Senior Customer Success Manager (CSM) for Enterprise at Textio, your role will involve nurturing and enhancing relationships with our largest enterprise clients.

In this capacity, you will guide them in recognizing the value of Textio during their customer journey by aiding them in reaching their objectives and promoting product utilization.

Your duties will encompass engaging in renewal and expansion dialogues for your assigned accounts.

As the internal advocate for the customer, you will collaborate closely with sales, marketing, and product teams to enhance our customers' experiences and provide insights for product improvements.

Your collaborative efforts are anticipated to result in exceptional customer satisfaction, the creation of case studies, and the advancement of our business growth through renewals and expansions.


Key Responsibilities:
Maintain and expand a portfolio of Textio's major Enterprise and Strategic clients.

Organize, execute, and finalize customer engagement initiatives such as business reviews and success plans to drive adoption, renewal, advocacy, and growth.

Regularly assess customer health metrics and devise strategies for enhancement and retention.
Oversee the complete renewal process and work collaboratively to identify cross-sell opportunities to achieve revenue and growth targets.
Leverage customer relationships to secure introductions to key decision-makers for cross-sell opportunities

Comprehend each customer's distinct goals, expectations, and challenges, and customize strategies accordingly by actively listening, posing questions, and steering the conversation.

Foster and deepen relationships across HR Leadership, Talent Acquisition, DE&I, and Employer Brand departments within your accounts.
Contribute to the team by sharing your expertise and setting a standard for other CSMs
Assist organizations in cultivating a culture of belonging through the language they choose to communicate.

Ideal Candidate:
Has effectively managed and collaborated with strategic enterprise-level clients, including overseeing their renewals.
Is a proficient negotiator with experience in leading extensive, complex procurement processes.
Can translate business objectives into measurable outcomes and develop strategies aligned with customer needs.
Is skilled at driving customer adoption and delivering value consultation to multiple senior stakeholders.
Is highly organized and capable of prioritizing tasks for optimal customer value.
Can inspire clients with a vision of what is achievable with Textio.
Is an effective communicator, both verbally and in writing.
Is results-oriented, leveraging the diverse strengths of those around them.

Is an exceptional customer success professional, capable of managing your portfolio, escalating issues to leadership, and taking ownership of key account actions.

Is proactive—identifying opportunities to assist customers and acting on them
Exhibits a strong collaborative spirit.
Has a consistent history of experimenting and learning new concepts.
Possesses a viewpoint while maintaining humility.

Preferred Qualifications:
Experience working with similar teams in a SaaS startup environment
Previous background in recruitment, HR technology, or machine learning technology

Benefits

We aim to build a genuinely diverse, equitable, and inclusive team. We offer a range of exceptional benefits to support this goal.

We provide flexible schedules and unlimited time off. Take time to recharge and work a schedule that suits you. Our focus is on long-term growth and success, which means working sustainably.
We offer comprehensive health care, dental, and vision coverage for you and your family.
Paid time to volunteer at non-profits. If you volunteer sufficiently, we will match your hours with donations.
On-demand mentoring opportunities.


This is a unique chance to help shape a growing customer success management team in a well-supported SaaS startup with strong customer engagement.

The base salary for this role's listed level is currently $115,500 (

OTE:
$165,000). Salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. More information on our benefits and equity can be provided upon request. Sales roles are also eligible for incentive pay targeted up to or over 100% of the offered base salary (uncapped). Textio is committed to diversity and equal opportunity. We strive to build a team that reflects a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.


Textio requests applicants to share demographic information to ensure a recruitment process that is fair and unbiased, which is central to our mission.

The information collected helps us measure and hold ourselves accountable for our progress towards building a diverse and inclusive workplace.

This data enables us to conduct internal analyses of our hiring practices. If we identify any unintentional biases or disparities in our process, we can work to address and eliminate them.

It allows us to continuously enhance our hiring procedures and make them more equitable, ensuring our ability to hire and retain a diverse team.

Providing this information is entirely voluntary. Any information you provide will remain confidential and will not affect your employment prospects in any way. The data is used strictly for statistical purposes to ensure fairness in our hiring processes.


Textio will ensure that individuals with disabilities receive reasonable accommodations to participate in the job application or interview process, perform essential job functions, and access other benefits and privileges of employment.

If you require any accommodation, please reach out to our recruiting team.


Working at Textio is exceptional. Learn more about our philosophy, benefits, and team at

We encourage you to reach out and share your story with us.
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