Enterprise Customer Success Manager

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Thought Industries Customer Experience (CX) team engages our customers to drive platform adoption and demonstrate ongoing value. The Enterprise Customer Success Manager (CSM) is responsible for owning the customer life cycle by engaging executive teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of the Thought Industries organization to uncover new ways to continue to make Thought Industries a business-critical platform. 

The Role:

Thought Industries is growing fast and recognizes the importance of building a world-class team to fuel our continued success. With significant investment and strong leadership to expand our business, it’s a tremendous time to join the Thought Industries team! In this role, you’ll have the opportunity to:

  • Support our clients who are growing their business by driving strong customer success onboarding via a robust learning management program or by expanding their courses and training programs through a world-class learning capsule by maximizing the value of their investment in the Thought Industries platform 
  • Provide a valued voice, where ideas and creative approaches are welcomed
  • Feel a sense of accomplishment as you are empowered to deliver in a dynamic, fun and fast-paced environment
  • Celebrate successes and grow with us

What You’ll Do

  • Develop and manage individual success plans and business reviews for each customer to ensure Thought Industries adoption, expansion, and loyalty across your portfolio of customers
  • Drive retention and adoption among our customers by understanding their business needs and helping them succeed
  • Develop, manage, and execute regular Success Plans and Executive Business Reviews with your customers
  • Consult with customers on their external learning and training strategy and challenge leaders to drive change across their organization
  • Quarterback resources across the Thought Industries organization as needed to support customers needs 
  • Navigate complex organizations and build relationships with Executive Stakeholders
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement 
  • Identify opportunities for customers to act as Thought Industries advocates (e.g. testimonials, case studies, reference checks) and collaborate closely with Marketing on promotion and use case opportunities
  • Partner with Account Management to develop an account strategy for each Enterprise customer to hit retention and upsell targets
  • Partner with Professional Services & Onboarding Team to ensure successful project management, launch and ongoing support of custom features and API integrations and own the overall client journey from date of a closed deal to renew
  • Represent the voice of the customer to inform our product roadmap and manage customer product expectations
  • Assist in the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

What We’re Looking For 

  • 3+ years in a Customer Success, Relationship Management, Account Management, or similar role in SaaS / Software business
  • Experience working with a book of enterprise customers and strategic client management
  • Exceptional communication skills, highly organized, collaborative and detail-oriented 
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals 
  • Empathetic, positive attitude with a desire to help our customers reach their goals 
  • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops)
  • Ability to thrive in a start-up environment

 

Skills

  • Results-driven mentality, with a bias for speed and action
  • Ability to multitask, prioritize, and manage time efficiently
  • Excellent verbal and written communication skills; must be an active listener, a presenter, and a people-person
  • Strong analytical skills, with the ability to translate data into insights
  • Experience with Gainsight and Salesforce is strongly preferred
  • Strong G-suite skills 
  • Comfortable in a startup environment: we move quickly and wear many hats in a dynamic environment 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • Maze Design
    • MiroDesign
    • SmartsheetManagement
    • AirTableManagement
    • GithubManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailgunEmail
    • SendGridEmail

Location

We are in the heart of Downtown Boston, over looking P.O. Square Park. Surrounding us are tons of shops, restaurants, coffee shops and fitness studios

An Insider's view of Thought Industries

What’s the vibe like in the office?

High performance, high energy, low pressure, family; those are some things that come to mind. Every department has its own styles. The common theme is hard work for sure, mixed with business oriented but still relaxed and easy going. Everyone is in it for the next person. It genuinely feels like a family.

Sulaiman

Project Manager

What does your typical day look like?

My day officially begins at 8:30A.M, throughout the day I am in & out of meetings, personalizing emails & prospecting new accounts. Cold calling may not sound glorious , but Thought Industries makes work enjoyable with moments spent chit-chatting with other members of ‘the pit’, petting office dogs, snacking on food & coffee that is provided for us

Jaclyn

BDR Team Lead

How has your career grown since starting at the company?

I joined Thought Industries when we first launched. I learned to wear many hats and understand various aspects by working with/in each department. As we grew I was supported in developing core skills specific to my career passion. Thought Industries continues to support, mentor and develop our employees and that is something to take a lot of pride.

Ryan

Global Sales Manager

What are Thought Industries Perks + Benefits

Thought Industries Benefits Overview

Thought Industries offers a wide variety of benefits and perks, such as: Full Healthcare Options, Dental coverage, Vision coverage, 401K, Remote work, Parental Leave, Team Outings, Employee incentives.

Culture
Volunteer in local community
We get together once a quarter and work with our charity in providing to the community. We also make donations as they present themselves.
Partners with Nonprofits
We work closely with Boston Cares in giving back to our community
Friends outside of work
Eat lunch together
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Thought Industries works with MBTA to provide passes through the Perq Program
Company Outings
Stocked Kitchen
Thought Industries has most of the daily necessities, along with, coffee, creamers, candy, healthy snacks, grab-n-go snacks, as well as silverware and plates.
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
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