Mid-Market Customer Success Manager at Envoy

Denver, Colorado, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Workplace ManagementIndustries

Requirements

3+ years of experience in a customer-facing role such as Customer Success, Account Management, or Customer Experience in B2B SaaS companies
Expertise in post-sales customer lifecycle management with 50-100 accounts
Excellent prioritization skills that allow you to execute high-touch and tech-touch strategies simultaneously
Terrific presentation skills
Ability to leverage data to help achieve your customers’ goals as well as your own internal goals
Passionate about helping customers achieve stellar results
An exceptional writer and spoken communicator
Highly organized & autonomous
Comfortable and energized operating in a fast-moving organization
Entrepreneurial and self-motivated
Consultative with demonstrable experience
Enthusiastic about learning and growing at Envoy
Intellectually curious and ambitious
Ability to work hybrid (4 days a week Monday-Thursday in Denver office)

Responsibilities

Efficiently manage your accounts (70-80) across the customer lifecycle, from implementation to adoption to renewal (renewal transactions are led by your colleagues on the Renewal Manager team)
Ensure that a success plan and metrics are in place for 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, trainings/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 and by gathering and managing product feedback requests
Ensure you maintain updated account records and accurate retention forecasts
Collaborate closely with fellow CSMs and cross-functional teams including Sales, Support, SEs, and Product

Skills

Customer Success Management

Account Management

Success Planning

Customer Metrics

Adoption Strategies

Retention Management

Expansion Opportunities

Email Campaigns

Webinars

Customer Training

Voice of the Customer

Escalation Management

Cross-functional Collaboration

Envoy

Workplace technology for visitor and space management

About Envoy

Envoy provides a platform that improves safety, flexibility, and guest experiences in office settings. Its main services include visitor management, which simplifies the check-in process for guests, and workplace management, which helps organizations use their space more effectively while adhering to safety standards. The platform allows for visitor pre-registration, health questionnaires, desk booking, and offers real-time analytics to enhance the workplace experience. Envoy operates on a subscription model with tiered pricing to meet the needs of various clients, including corporate offices and co-working spaces. What sets Envoy apart from competitors is its focus on user-friendly design and comprehensive functionality, addressing the increasing demand for secure and adaptable workplace solutions. The company's goal is to create a seamless and secure environment for businesses, especially in light of changing work patterns and heightened health concerns.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$194.7MTotal Funding

SERIES_CCompany Stage

Enterprise Software, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Risks

Increased competition from startups offering similar solutions at lower costs threatens market share.

Data privacy concerns may arise from managing sensitive visitor and employee information.

Economic downturns could reduce corporate investment in workplace technology, affecting revenue.

Differentiation

Envoy offers a comprehensive platform integrating people, spaces, and data for workplace management.

The company provides unique features like data-enriched workplace maps and dynamic space recommendations.

Envoy's focus on security solutions includes visitor recognition and self-serve mobile sign-in.

Upsides

Envoy's new features enhance space utilization and employee experience for return-to-office success.

The appointment of experienced leaders like George Mogannam and Cormac Twomey boosts growth potential.

High workspace utilization correlates with 38% higher employee retention and 24% revenue growth.

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