Threekit is searching for a strategic, highly-motivated individual to join its growing Customer Success team to help clients achieve their goals with our innovative 3D/AR platform. 

The Enterprise Customer Success Manager will be responsible for the success and growth of enterprise accounts by developing successful customer relationships that promote retention and loyalty. They will guide our Enterprise customers through onboarding and project prep, collaborate with them on their visualization goals, and work with our Sales team on identifying expansion opportunities. Additionally, this role will have the opportunity to directly impact the strategy and operations of our tight-knit Customer Success team and develop new playbooks for QBRs, customer feedback, and expansion.

You will work closely with other departments internally, working to identify areas where existing customers could expand and discovering new uses for Threekit within the enterprise. Candidates must be self-motivated individuals who love working with a passionate/competitive team, solving problems for customers, mastering product knowledge, and continually improving company processes and culture. Ideally, you should have previous experience managing large enterprise-tier accounts or working in a parallel role that manages C-level and VP-level stakeholders, an ability to thrive in unknown territory, and a desire to contribute on a strategic level.

Job Duties & Responsibilities

• Onboard new customers effectively. Onboarding includes ensuring that new customers are prepared for their services engagement and confirming they have provided all project requirements prior to project kickoff.
• Proactively reach out at key points in the customer’s journey to ensure they are reaching key milestones. This will typically come in the form of a Quarterly Business Reviews (QBRs) where the CSM, and any other members of the account team, will meet with the customer to measure progress against their goals and identify/address any areas for improvement.
• Reactively respond to customer requests. This is typically not in the form of technical/product issues (we have a Support team that handles 1st-line questions in this area) but more along the lines of license/account modifications, strategic guidance on the product, and introductions to new stakeholders or lines of business.
• Collaborate with product and engineering. The eCommerce visualization space is an emerging market and our customers provide extensive feedback. Our CSMs help digest their feedback and funnel it back to the appropriate parties internally so feature requests and new product ideas get incorporated into our roadmap. Additionally, CSMs should stay on top of all new feature releases and build excitement for new or developing functionality,  keeping customers updated on the progress.
• Ensure renewal for every customer. As with any SaaS business, we try to avoid churn at all costs and our CSMs are on the front lines helping customers get the most out of Groove so that they love our product and renew every chance that they get!
• Share your knowledge and collaborate with internal teams. It's important that the Enterprise CSM has a strong desire to help share what has worked for them in their prior CSM experience (and what hasn't) so that our team can grow and mature at an even faster rate. You will also help us Identify common customer challenges and develop suggestions for the product management, implementation, engineering and support teams.

Competencies

• Strategic Thinking - strategizes with customers to ensure that our product is deployed and utilized in a way that is consistent with their organization’s unique structure and objectives.  
• Collaboration - works with peers and executives across sales, engineering and product teams to create win-win scenarios for all parties involved.
• Communication - effectively delivers customer touchpoint sessions, tailors content and style to each customer, and writes persuasive and thoughtful email and slide deck content.
• Ownership - goes out of his or her way to complete a job and has relentless drive to achieve results; takes initiative with minimal direction or supervision.
• Workflow Management - sets clear, realistic objectives that align to business growth; breaks each objective into component tasks that can be achieved within a realistic timeframe.

Qualifications 

• 2-5 years of experience in Customer Success role (or equivalent)
• Experience in managing a total portfolio of $2-3 million
• Comfortable with managing multiple expectations across team members and customers
• Strong organizational skills and project management skills
• Excellent verbal communication and presentation skills
• Experience building trust across an enterprise, maintaining strong rapport and long-term relationships
• Self-motivated, proactive team player with a creative and innovative problem-solving style
• Experience with Customer Relationship Management (CRM) software such as Salesforce
• Expertise in customer service practices and understanding of the customer lifecycle
• Technical aptitude and ability to learn software programs
• Proficiency in Google or Microsoft suite

Preferred 

• Experience managing and supporting deployment of large enterprise customers
• Experience working in a startup environment
• Experience with product configuration software, CPQ software, 3D/AR software, or logic-based configurators
• Background in business systems/organizations, consulting, augmented reality/3D a plus

Education

• Undergraduate Degree or equivalent work experience