Enterprise Customer Success Manager

What will you be doing?

• In the role, you will work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively
• You will manage our customers' post-sales journey from onboarding to renewal and collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases
• The expectation will be to manage up to 30 enterprise customers
• Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals

What experience is required?

• A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.
• Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.
• A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge.
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.
• An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment

Compensation

• The cash compensation range for this role is $175,000-210,000 OTE, split between salary and variable compensation.
• Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications. In addition to cash compensation, all employees receive an equity compensation package.