Senior Customer Success Manager - Enterprise

RouteThis is a Waterloo-based B2B software company focused on automating customer support experiences. The Senior Customer Success Manager - Enterprise will drive the strategy and execution for Enterprise tier accounts, ensuring high customer health and renewal rates through effective relationship management and solution delivery.

Responsibilities:

• Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 mil ARR each), including all aspects of risk identification/management, program definition/execution, customer health and retention/renewal
• Build deep, diversified relationships at all levels for owned accounts. Communicate effectively with different audiences within customer accounts and RouteThis
• Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings
• Connect customer initiatives and problems into expansion and renewal success
• Deeply understand customer business, including their strategic goals and how those translate into departmental projects
• Solution within those strategic priorities to grow the value each customers gains from RouteThis every year
• Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health
• Ensure high health scores via ROI understanding, building multi-threaded relationships at the executive level, and providing opportunities for continuous growth towards strategic priorities in your book of business

Requirements:

• 5+ years of deep experience successfully managing large enterprise accounts/renewals, in a senior role reflecting your strong foundation in account management, customer relationship management, and customer success strategies
• A technical background, previous experience as a Technical Account Manager, Sales Engineer, or a technical degree/experience is needed for this role
• Capable of building relationship maps and managing high and wide in customer organizations
• Proven experience building customer relationships across various audiences including executive relationships
• Communicate at an audience level and support operations teams in communicating RouteThis' value within the customer organization
• Ability to effectively forge new customer relationships both at executive and influencer levels using a variety of techniques including cold outreach
• Ability to understand and analyze data, use this information to tell stories with data and help customer leverage full value from RouteThis
• You have managed high growth and enterprise accounts leveraging your personal abilities to grow and retain customers
• Ability to deeply understand enterprise strategic goals across a wide range of personas
• Exceptional listening skills and master storyteller, able to see the narrative for how your products and solutions fit in
• Ability to map and navigate large/complex customer organizations, achieving buy-in to your programs/plans and influencing change
• Solid experience managing the renewal process, inclusive of navigating enterprise procurement procedures, speaking to the heart of customer success management