Enterprise Customer Success Manager at Articulate

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, EnterpriseIndustries

Requirements

8+ years experience working in a customer-facing account management, sales or customer success role
A strong understanding of customer success
Experience managing a book of 50+ customer accounts
Experience directly managing renewals, driving renewal strategy, and handling customer negotiations
A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
Experience creating and upleveling strategic relationships with key stakeholders
Ability to prioritize a large but strategic book
Excellent critical-thinking skills
High commercial acumen and strong discovery skills
Resiliency, adaptability, and experience thriving in a fast-paced environment
Ability to work independently with a high sense of self-accountability and as part of a collaborative team
Excellent verbal, written communication and presentation skills
2+ years experience in SaaS
2+ years experience using Salesforce

Responsibilities

Manage a book of 60-80 of our largest, most strategic Enterprise accounts
Own the entire customer life cycle for your accounts, including onboarding, engagement and renewal
Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
Accurately forecast renewal revenue for current and future quarters
Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
Proactively drive customer adoption and mitigate retention risk
Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction
Be the voice of the customer internally to resolve customer challenges
Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
Participate in all enrichment and enablement activities as assigned
Participate in special projects and additional responsibilities as needed

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementOnboardingProduct AdoptionRenewal ManagementNet Revenue RetentionBusiness ReviewsRevenue ForecastingConsultative SellingCross-Functional CollaborationCustomer AdvocacyStakeholder Engagement

Questions & Answers

Common questions about this position

What is the salary range for the Enterprise Customer Success Manager position?

The pay range for this position is $102,900 to $136,316 a year.

Is this role remote or does it require office work?

This is a full-time remote position.

What experience and skills are required for this role?

Candidates need 8+ years in customer-facing account management, sales or customer success, experience managing 50+ accounts and renewals, 2+ years in SaaS, 2+ years using Salesforce, plus strong commercial acumen, critical-thinking, and communication skills.

What is the typical workload or book of business for this role?

You will manage a book of 60-80 of the largest, most strategic Enterprise accounts.

What makes a strong candidate for this Enterprise Customer Success Manager role?

Strong candidates have a customer-centric mindset, experience building strategic relationships, high commercial acumen, resiliency in fast-paced environments, and the ability to work independently while collaborating cross-functionally.

Articulate

E-learning software for course creation

About Articulate

Articulate provides e-learning software and resources aimed at businesses, educational institutions, and individual course creators. Its main product, Articulate 360, is a subscription service that includes tools like Storyline 360 and Rise 360, which help users create interactive online courses without needing advanced technical skills. Storyline 360 allows for the development of custom e-learning courses, while Rise 360 is designed for ease of use and responsive design, making it suitable for various devices. Articulate differentiates itself from competitors through its user-friendly design, comprehensive features, and strong community support. The company's goal is to simplify the course creation process and empower users to deliver effective online training.

New York City, New YorkHeadquarters

2002Year Founded

$1,459.1MTotal Funding

SERIES_ACompany Stage

Consumer Software, EducationIndustries

501-1,000Employees

Benefits

Student debt repayment

401(k) savings

Supplemental insurance

Mental health sessions

Health savings account (HSA)

Life coaching

Flexible PTO

Fully remote

Well-being benefit

Medical insurance

Baby bonding leave

Child care assistance

Tuition reimbursement

Transgender benefit

Company matching donations

Abortion travel assistance

Service sabbatical

Cash for Change

Risks

Emerging e-learning platforms offer similar features at lower costs, increasing competition.

Rapid AI advancements could outpace Articulate's current offerings if not updated swiftly.

Data privacy concerns with AI integration may lead to regulatory scrutiny.

Differentiation

Articulate 360 offers a comprehensive suite of e-learning tools for diverse users.

Storyline 360 allows custom, interactive course creation without advanced technical skills.

Rise 360 provides ease of use and responsive design for mobile-friendly courses.

Upsides

Articulate's AI Assistant in Rise 360 enhances online course creation capabilities.

The $1.5 billion funding boosts Articulate's growth and innovation potential.

Rise Themes improve engagement and outcomes in e-learning experiences.

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