Enterprise Success Manager

Job Description

As an Enterprise Success Manager, you will be a critical member of our Customer Success organization, tasked with using your unique perspective to add value to our customers—and our company. Your primary responsibilities include overseeing a portfolio of top-tier accounts and establishing internal feedback mechanisms to drive the evolution of our product in alignment with customer needs.

From the very start, you'll cultivate meaningful connections with every customer, gaining insights into their objectives and requirements. You'll take a proactive approach in identifying opportunities for their growth and partnering with them to attain their goals.

The ideal candidate is a self-starter with a heavy bias for action, comfortable working directly with customers, including C-suite executives. As a remote team member, you have no problem applying project management to your everyday tasks and managing work that serves cross-functional stakeholders. Your approachable demeanor is complemented by your commitment to simplifying complexity through the art of storytelling and providing outstanding customer service.

Key Responsibilities

• Own a named portfolio of Candidly's highest-ARR and highest-growth-potential enterprise accounts
• Become an expert on the Candidly platform and champion of our brand, you will strive to provide our customers with that “delight” moment
• Externally serve as the first point of contact for our customers, keeping a high concern for quality of product and experience 
• Internally serve as the central point of contact for the organization on all customer initiatives
• Use AI-assisted tools to streamline meeting prep, QBR/EBR development, and account documentation — reducing administrative time and increasing time spent on strategic account work
• Collaboratively develop success plans aligned with customer objectives, and communicate progress on these plans internally and externally via activities such as business reviews
• Develop innovative ways to share relevant and impactful insights back to customers, building a narrative around the value and ROI achieved with Candidly
• Generate excitement for new or developing products by working with marketing, product and sales on rollout plans, pipeline management and upsell/expansion campaigns 
• Optimize existing processes and seek to improve all aspects of the customer experience with the company
• Continually strive to exceed customer satisfaction and NPS targets
• Document all communication with customers accurately and in a timely manner 
• Foster a culture of professionalism and customer advocacy 

Required Skills and Experience

• Minimum 5-10 years work experience
• 3-5 years of experience in Customer Success, Account Management, Consulting, or Project Management 
• Experience servicing institutional clients of all sizes, but large enterprise customer success experience is required
• Proficient interpersonal skills, demonstrated by a strong sense of empathy plus the ability to build authentic business relationships and effectively manage relational challenges 
• Proven experience working with and influencing key decision makers (VP level and above decision makers)
• Comfort creating and adopting AI-assisted workflows to scale account coverage without scaling headcount 1:1
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences 
• Accountability, organization, and time management skills are essential
• Project management skills are critical to roles success
• Proactive, responsive, customer-first attitude with a proven track record of acting as customer champions
• Experience building, evaluating and optimizing processes, including large-scale integrations
• A team-player with a proven track record of excelling in fast-moving environments and taking initiatives above and beyond the call of duty

Preferred Skills and Experience

• Experience working in a high growth, high intensity startup
• A background in supporting employee and group benefits, including retirement, health, financial wellness and/or student debt benefits
• Experience working with CRMs and Customer Success platforms (like ChurnZero) is a plus
• Management experience preferred