Senior Customer Success Manager at Boldr

WHAT IS YOUR ROLE

• As a Senior Customer Success Manager, you will have the opportunity to play a vital role in maturing our current customers while maintaining Boldr's leadership position in the CX category. You will report directly to the Chief Customer Officer and will be assigned to some of our Fortune 500 customers to improve customer success against account objectives, strategies, and mutually agreed-upon success criteria. You will represent the entire range of Boldr products and services and lead the customer's adoption and value realization — ensuring the needs and expectations are met by the Boldr product and service offerings. You will have the opportunity to partner closely with our Account Management, Field Engineering/Professional Services, and Sales teams to ensure the overall successful adoption, usage, and value realization within the customer's organization.

WHY DO WE WANT YOU

• We are looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Own and drive post-sales relationships among program owners and customer stakeholders to ensure strategic adoption of Boldr.
• Define success metrics and drive business objectives and ROI for your customer base.
• Meet targets & KPIs for assigned accounts, including retention, adoption, expansion, reference ability, and advocacy.
• Escalate & identify solution development efforts that best address customer needs, while ensuring the involvement of all necessary stakeholders and company personnel.
• Provide feedback to the product & executive teams on potential innovations that can enhance customer value in the future.

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU HAVE…

• Bachelor's degree required.
• 5+ years of Enterprise Customer Facing experience, in roles such as: consulting, sales, support, customer success, account management, or a client service role.
• Experience growing a complex, large book of business, where you've supported Fortune 500 customers and managed multiple stakeholders who make decisions around scaling and enabling different business units on your platform.
• Experience driving client relationships, especially concerning sensitive issues, ability to analyze obstacles and produce a viable solution as well as drive urgency around prioritization of KPIs.
• Experience working with agencies/third parties on strategies and aligning with partners.
• Willingness to travel up to 40% of the time, with the potential to make the role more geographically focused in the future.