Enterprise Customer Success Manager

ContentFly

Toronto, Ontario, Canada

Full time

Nov 15

Contentfly (YC W21) is building "the" AI-driven platform for producing great content. We're a team of top performers from world-class companies, backed by Khosla Ventures, YCombinator & other top-tier investors. We're one of the fastest-growing Series A companies in the world, scaling from $300k to $5.5m in ARR in less than a year. We continue to grow at 25% MoM. Boasting a world-class talent marketplace, cutting edge content creation AI & pure smart product building, we have an opportunity to build a product every marketing org on the planet needs: an all-in-one platform for great content marketing.

Reporting to the Manager of Customer Success, the Enterprise Customer Success Manager will be responsible for maintaining and retaining customers in our Enterprise segment, consisting of customers with 1000+ employees and $250M - $1B in yearly revenue. In this role, you will proactively lead the customer relationship throughout the customer lifecycle, starting with onboarding.

You are:

  • Gritty & Curious. You are a self-starter, with the entrepreneurial mindset to drive success for your customers, and team.
  • An Effective communicator. You have the charisma to command attention when needed with internal and external team members via phone, in writing, and web conferencing.
  • A Problem Solver. You are able to work collaboratively to seek solutions in an ambiguous environment.
  • Exceptional at Time Management. Wearing many hats, you are able to manage and prioritize your time optimally between internal and external responsibilities.

Key Responsibilities

Here's what you'll be doing day-to-day...

  • Primary Point of Contact: act as the primary point of contact and strategic advisor for multiple enterprise customer relationships, promoting adoption of Contentfly.
  • Partner: Develop a deep understanding of each customer’s business goals, initiatives, and desired outcomes with Contentfly through regular touchpoints. If the customer is not achieving their key objectives, you diagnose root causes and recommend corrective actions. You are seen as a trusted partner. Provide ongoing recommendations and serve as the voice of the customer to internal teams. Lead Quarterly Business Reviews to strategize upcoming initiatives and jointly provide feedback, to align on business value and impact of Contentfly.
  • Manage Retention: Responsible for managing retention within Contentfly’s enterprise customer base.
  • Support: work cross-functionally within Contentfly, including Sales, Operations, Marketing, Product, Engineering, and Finance to ensure your customers’ success and provide support as needed.
  • Collaborate: work closely with Sales, identify and provide visibility into growth opportunities to expand/upgrade within your customer base.

Requirements

Your Experience and Intangible Traits:

The ideal candidate for the Enterprise Customer Success Manager position will possess the following competencies:

  • 3+ years of B2B customer relationship/account management experience at SaaS companies, or consulting (preferably in MarTech).
  • Curiosity and drive to understand our content marketing software and how it creates value for its customers.
  • Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
  • Successful at building and championing relationships with customers. Proven track record of interacting with and driving projects at C-level, VP, and Director client levels, collaborating with customers and setting and managing expectations.
  • Exceptional verbal, written, and interpersonal communication skills.
  • Entrepreneurial self-starter: propose ideas rather than needing direction, with a figure-it-out attitude
  • Bonus points if you have experience with content marketing

Benefits

Why you'll love working here:

  • Unlimited vacation/PTO
  • Fully remote and distributed teams
  • Full Health benefits
  • Free laptop and home office budget, we've also got your cellphone/internet covered too!
  • Ongoing training and education budgets
  • We'll fly you around the world multiple times a year to hang out with the team in interesting places

Like what you see and think you’re a perfect fit? Apply today.

Please be assured we'll treat any information you share with us with the utmost care, only use your information for recruitment purposes and will never sell it to other companies for marketing purposes. Please review our privacy policy for further information: https://help.contentfly.com/en/articles/4764042-privacy-policy

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