Mid-Market Customer Success Manager

Mid-Market Customer Success Manager

Envoy builds workspace management technology that makes it simple to run secure, compliant, and connected workplaces across every location. Over 16,000 workplaces and properties around the world rely on Envoy to create great experiences for employees and visitors while meeting safety, security, and compliance needs at scale. From corporate headquarters and labs to manufacturing sites, Envoy powers the places where people work best together.

At Envoy, we believe in delivering exceptional customer experiences, and as a Mid-Market Customer Success Manager, you will play a pivotal role in ensuring our valued customers achieve their desired outcomes. Your unwavering customer focus and passion for excellence will drive you to build strong relationships, understand customer needs, and proactively identify opportunities for growth and success across the customer lifecycle. At Envoy we take a highly team-centered approach with our customers, and as a Mid-Market CSM, you'll collaborate closely with your fellow CSMs, as well as cross-functional teams including Sales, Support, SEs, and Product.

This is an on-site position that requires working four days a week (Monday-Thursday) in our Austin office.

You Will

• Efficiently manage your accounts (~70) across the customer lifecycle, from implementation to adoption to renewal (renewal transactions are led by your colleagues on the Renewal Manager team)
• Ensure a success plan and metrics are in place with each customer to help them achieve business value with Envoy
• Identify customers with low usage or high risk, and help drive higher adoption, account health, and retention
• Leverage tools and technology to deliver value to multiple accounts at once through email campaigns, training / webinars, new collateral, and office hours
• Identify expansion opportunities within your account base, and work with AEs and RMs to win these opportunities
• Be the Voice of the Customer by helping drive escalations to resolution as well as by gathering and managing product feedback requests
• Ensure you maintain updated account records and accurate retention forecasts

You Have

You Are

You'll Get

If you have any compensation-related questions, please get in touch with Recruiting after applying.

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