Mid Market CSM

About the role

Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location.

From manufacturing sites and data centers to pharmaceutical labs, healthcare facilities, and corporate headquarters, Envoy makes safety, security and associated regulatory compliance something our customers can be proud of. The industry is littered with box-checking and arcane manual processes as the standard and we see our role as the company to bring experience, efficiency and simplicity everywhere.

Great experiences bring great security - it's a requirement. We hope this problem space excites you and we hope you're ready to come sweat the details with us - we have a lot of customers counting on us! And it certainly won't be easy.

About the Role

At Envoy, we believe in delivering exceptional customer experiences. As a Mid-Market Customer Success Manager, you'll own a book of 70-80 customers and make sure each one gets real, measurable value from the Envoy platform, from implementation through adoption to renewal.

You'll build strong relationships, spot risk early, and uncover the expansion opportunities that make our Customer Success team one of Envoy's strongest sources of pipeline. We take a highly team-centered approach with our customers, so you'll work closely with fellow CSMs and with Renewals, Sales, Implementation, Support, Solutions Engineering, and Product.

This is a hybrid position that requires 4 days a week (Monday - Thursday) in our Denver, CO offices.

You Will

• Own a book of 70-80 mid-market accounts across the full customer lifecycle, from implementation and onboarding to adoption and renewal.
• Build a success plan with clear metrics for every customer so they can see the business value they get from Envoy.
• Spot low-usage and high-risk accounts early, and drive adoption, account health, and retention.
• Partner with our Renewal Managers on renewals, including multi-year conversions, by making sure every customer reaches renewal with proven value.
• Source expansion pipeline in your book and collaborate with AEs and RMs to help drive expansion conversion.
• Use and help build tools, especially AI-powered technology, to deliver value to many accounts at once through email campaigns, trainings and webinars, new collateral, and office hours.
• Turn happy customers into advocates who participate with Envoy on case studies, references, and testimonials.
• Be the Voice of the Customer: drive escalations to resolution, gather and manage product feedback, and bring customers into product research.
• Keep account records current and retention forecasts accurate.

You Are

• Passionate about helping customers achieve stellar results.
• An exceptional writer and verbal communicator.
• Highly organized and autonomous.
• Comfortable and energized operating in a fast-moving organization.
• Passionate about technology and working with growing mid-market businesses.
• Entrepreneurial and self-motivated.
• Consultative, with demonstrable experience.
• Enthusiastic about learning and growing at Envoy.
• Intellectually curious and ambitious.

You Have

• 3+ years in a customer-facing role such as Customer Success or Account Management at a B2B SaaS company.
• Expertise managing the post-sale customer lifecycle across a book of 50-100 accounts.
• Strong prioritization skills that let you run high-touch and tech-touch strategies at the same time.
• A track record of identifying expansion opportunities and partnering with sales teams to close them.
• Terrific presentation skills, with executive and end-user audiences alike.
• The ability to use data to reach your customers' goals as well as your own internal goals.
• Passion and skill using AI tools to work faster and scale your impact.
• Nice to have: experience with security, workplace, or physical-space technology.

You'll Get

• A high degree of trust in your ideas and execution.
• An opportunity to partner and collaborate with other talented people.
• An inclusive community where you feel welcomed and cared for as a person.
• The ability to make an immediate impact in helping customers create a great workplace experience.
• Support for your personal and professional growth.

Additional information

Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.