Job Title: Enterprise Customer Success Manager

Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.   

This position is responsible for managing the post-sales experience for our new and established enterprise customers, project management of onboarding, training them using best practices, ensuring product adoption, and developing long-term strategic relationships.  

Challenges You’ll Tackle: 

•  Act as the primary point of contact and advocate for our most strategic customers 
• Proactively own and manage a portfolio of accounts and become their trusted advisor by building strong relationships 
• Establish the post-sales relationship with new customers with the primary goal of driving Sertifi adoption across the organization 
• Conduct customer intake calls, establish custom workflows, and deliver high-quality trainings to customers via web conferencing  
• Work closely with the onboarding team to complete new customer and new product onboarding projects
• Facilitate the transition of new clients from onboarding to self-sufficiency using customer success software (ChurnZero)  
• Conduct business reviews and proactively suggest solutions to customer concerns 
• Drive customer references, testimonials and case studies 
• Provide feedback to the Product team by effectively communicating customer needs and feature requests; work cross-functionally across various teams  
• Monitor and report on analytics, status reports and KPIs for your portfolio customers 
• Develop an in-depth knowledge of all Sertifi products and services; maintain product expertise across our platform 
• Maintain customer needs, questions and interactions in Salesforce; escalate challenges and concerns internally to the appropriate teams 

What You’ll Need to Succeed: 

• 3+ years customer success experience 
• Demonstrated success of exceeding customer satisfaction and retention targets 
• Experience developing implementation plans and managing complex deployments 
• Passionate about customer success and driving customer outcomes  
• Exceptional communication and presentation skills; able to interact with different audiences, from end users to C-level executives  
• Ability to summarize technical and complex topics to a specific target audience  
• Strong problem resolution and analytical skills 
• Ability to project manage, multi-task, meet deadlines and prioritize projects 
• Self-motivated and self-learner with the ability to work under minimal supervision 
• Able to collaborate well with a team, but can also manage their workload independently  
• Bachelor's degree or equivalent work experience
• Experience working in a SaaS industry
• Experience with Salesforce.com
• Experience with Adobe Acrobat Pro
• Experience with customer success software (i.e. ChurnZero)

What’s in it for you:   

You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches, company outings, and a convenient River North location close to public transit.    

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.