Senior Enterprise Customer Success Manager (US)

Senior Enterprise CSM

We're Dayshapean award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results.

Our enterprise platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teamswe're helping our customers build strong organizations and careers for the long term.

Recognized as Scotland's fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years, we've consistently proven our ability to innovate and deliver real impactand we're always looking for like-minded people to join us.

At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious teamdriven by our values and a shared commitment to success. If you're ready to join a fast-growing, high-impact company that's reimagining resource management, then let's talk.

The Senior Enterprise CSM will manage a portfolio of complex accounts that require strong relationship management and a consultative approach. We focus on user adoption and driving value via feature usage and optimization, working as our customers strategic advisors to ensure they're getting maximum ROI from Dayshape.

What you'll do :

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the US
• Build a detailed understanding of the customer's organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape's services
• Create, maintain and distribute monthly status reports, health scores and other key metrics
• Manage stakeholders throughout the customers organization, ranging from super users, product owners, resource managers, and C-suite (including CIO)
• Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
• Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

About you :

Bonus points if you have :

What you'll get :

Working Details :

This is a full-time role (37.5 hours per week).

We are looking for someone to join the team remotely in the New Jersey tri-state area (New York, New Jersey, Pennsylvania), or in / around Austin, Texas, to facilitate remote collaboration with our UK team and occasional in-person collaboration with our remote US team.

Join the team! Equality of opportunity is more than just a responsibility : we believe it's a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background.

This is your opportunity to really influence how we get things done as we achieve our customer success ambitions as part of the overall growth strategy. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set.

Everyone here is growing personally as the company grows, so if that sounds like something you'd like to be part of, we'd love to see your application.

The closing date for applications is Wednesday 15th October at 12 : 00pm EST. Initial interviews will be conducted around the closing date.

Please note the successful candidate for this role may be subject to background checks and will have an opportunity to declare anything to us beforehand.