Enterprise Customer Success Manager (US)

ControlUp is a leader in DEX, unifying digital employee experience and IT operations into one powerful platform. The Enterprise Customer Success Manager will manage a portfolio of top-tier accounts, ensuring customer success and improved ROI while acting as the primary contact for customer service and support.

Responsibilities:

• Manage the full lifecycle of a portfolio of enterprise customers
• Identify potential expansion opportunities based on customer use cases
• Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor
• Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI
• Work closely with sales, marketing, product, and other departments on customer requirements
• Be a customer advocate and the voice of the customer within ControlUp
• Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value

Requirements:

• Experience in an EUC or similar software company
• Startup / SaaS experience
• Critical thinker, generally curious, problem solver
• Proven experience in building customer relationships with multiple stakeholders in Fortune 50 companies
• Positive attitude and very customer-centric; always willing to put the customers' needs first
• Working knowledge of VDI – Citrix \ VMware virtualization solutions
• Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives
• Some travel required
• Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Google Workspace, and/or Filemaker Pro - an advantage
• Excellent organization, note-taking, project management, and time management skills
• Customer Success Manager
• IT manager
• Software Sales
• Project Manager
• Sales Engineer/Consultant
• Software Support
• Customer Service
• Professional Services