Enterprise Customer Success Manager

About the role

As an Enterprise Customer Success Manager, you will be accountable for the success and retention of Bonusly's customers, establishing yourself as a Trusted Advisor and proactively providing best practice guidance and recommendations to maximize the value customers realize from Bonusly. We are looking for someone with an ingrained passion for people, and a love for finding creative solutions to help others c reate a culture of appreciation within their organization.

You will become an expert on employee recognition and the Bonusly app while managing our customer's success throughout the customer lifecycle. From ensuring that Bonusly customers are on-boarded successfully, to seeing that they achieve their business and talent goals using our product, you'll directly affect the customer satisfaction, retention, growth, and advocacy of our amazing customers!

What you'll do

• Manage a portfolio of ~200 customers in the SMB to Mid-Market and Enterprise space throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform.
• Ownership of the retention and growth of your book of business, including upsell opportunities and renewal negotiations.
• Follow an engagement model based on customer size-using scalable solutions like best practice webinars and automation to drive adoption and reduce renewal risks for smaller clients, while delivering personalized 1:1 support for larger accounts.
• Be a trusted advisor to your clients, consulting on best practices to drive a thriving, high performing culture and help them achieve their company goals.
• Drive product adoption and ongoing usage of Bonusly by helping our customers follow best practices to get the most from Bonusly (and, help define what those best practices are!)
• Serve as the voice of your customers by sharing customer feedback and advocating for customer needs cross-departmentally and serve as the Voice of Bonusly with our customers to ensure mutual success in the partnership.
• Keep up with HR industry trends to understand and advise our customers.

You're a great fit if you

• 3+ years of Customer Success Manager experience within the B2B SaaS space, ideally within HRTech.
• Have experience owning the entire customer lifecycle from on-boarding to renewals.
• Have a strong drive to understand clients' business goals, anticipate future needs, and work relentlessly to help your clients achieve success.
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
• Are well-organized and detail-oriented, with a keen understanding of project management.
• Adept with standard business tools and practices, and able to learn new ones quickly.
• Thrive in a fast-paced work environment and are adaptable to change.

Compensation

Base Salary: $90,000 - $140,000

Variable based on retention and equity options are also included.