Enterprise Customer Success Manager

Enterprise Customer Success Manager

Our Enterprise Customer Success Managers (ENT CSM) work with our customers post sale to ensure they get maximum value from their investment in Articulate. The ENT CSM will own a book of accounts within our Enterprise market segment and build and expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, renewal retention, and expanding our footprint within our largest, most strategic accounts.

What You'll Do :

• Manage a book of 60-80 of our largest, most strategic Enterprise accounts
• Own the entire customer life cycle for your accounts, including onboarding, engagement and renewal
• Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
• Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
• Accurately forecast renewal revenue for current and future quarters
• Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
• Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
• Proactively drive customer adoption and mitigate retention risk
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
• Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction
• Be the voice of the customer internally to resolve customer challenges
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
• Participate in all enrichment and enablement activities as assigned
• Participate in special projects and additional responsibilities as needed

What You Should Have :

The pay range for this position is $102,900 to $136,316 for all U.S. locations. This range represents our good faith expectation of what we reasonably expect to pay for this role based on factors including (but not limited to) skills, experience, training, licensure and certifications, education, and other business and organizational needs. This position is bonus-eligible. Articulate also offers a robust suite of benefits.

This is a US-based role and can be performed remotely from anywhere within the United States. Occasional travel for company events may be required. Employees must physically reside and work within the US throughout their employment and must immediately notify Articulate of any change of address.

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that's engaging and effective. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360a suite of creator tools for online courseswas named the 7th most-loved product in the world by TrustRadius in 2021. And Risean all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manageis the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine's Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people's humanity knowing that each person's unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world.