Enterprise Customer Success Manager

Deliverect; New York (NY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Learning budget

Job summary

Deliverect in New York is seeking an Enterprise Customer Success Manager to safeguard long-term value for a mixed book of enterprise accounts. You will drive product adoption, champion customer health data, and partner with Sales, Product and Support to remove bottlenecks and secure renewals.

The role combines strategic relationship building with hands-on issue resolution, requiring fluency in English and French, a SaaS background, and strong analytical skills to translate usage data into

Qualifications

• Fluency in English and French is required for written and verbal communication.
• 2+ years in a customer-facing SaaS role such as Customer Support, Customer Success or Account Management.
• Analytical mindset to analyze complex customer issues and measure health using data.

Responsibilities

• Develop and execute strategies to foster long-term customer relationships and guide enterprise clients through success milestones and product adoption.
• Collaborate with Enterprise Account Managers and Support teams to resolve complex issues and advocate for customers by requesting features from Product.
• Monitor customer usage and leverage data to demonstrate value and identify opportunities to improve health and adoption rates.
• Act as escalation point for complex technical and non-technical queries to ensure timely resolutions.
• Identify upsell opportunities and support renewal management to drive revenue growth.

Skills

Fluent English/French

SaaS experience

Analytical mindset

Communication skills

Cross-functional collaboration

Tools

Google Suite

Zoom

Planhat

HubSpot

Job description

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

Department Focus:

The Growth team at Deliverect is a dedicated group of proactive and experienced professionals focused on empowering customers to achieve significant growth. By serving as strategic partners, we deeply understand our customers' evolving business needs to offer tailored support and guidance that maximizes the Deliverect platform's potential. We foster strong, long-term relationships, collaborating closely to identify unique opportunities and co-create innovative strategies for their continued success in a dynamic market.

Your Impact:

As a Enterprise Customer Success Manager, you'll be the strategic anchor ensuring our enterprise customers thrive and achieve maximum value from the Deliverect platform. You will focus on driving product adoption and fostering long-term loyalty for a mixed book of accounts, acting as the bridge between our customers and our internal Product and Support teams. Your role is pivotal in fueling retention and revenue growth through exceptional support and a data-driven approach to customer health.

Logistics:

• Fluency in English and French is required, with strong written and verbal communication skills being essential.
• Work Location: This is a full-time, hybrid role with a flexible work schedule, offering 4 days in our local office and 1 day from the comfort of your home.

What You Will Do:

• Develop and execute strategies to foster long-term customer relationships and guide enterprise clients through success milestones and product adoption.
• Work cross-functionally and collaboratively with Enterprise Account Managers and Support teams to resolve complex issues, and advocate for customers by requesting new features from the Product team.
• Monitor customer usage and leverage data to demonstrate Deliverect's value, identifying opportunities to improve customer health and adoption rates.
• Issue Resolution & Support Escalation: Act as an escalation point for complex technical and non technical queries, ensuring timely resolutions.
• Identify potential upsell opportunities and support renewal management to ensure continued revenue growth.

What You Will Bring:

• Professional fluency in English and French is essential for managing our diverse account base.
• 2+ years of experience in a customer-facing role such as Customer Support, Customer Success or Account Management, ideally within a SaaS environment.
• An analytical mindset with the ability to analyze complex customer issues and leverage data analysis tools to measure customer health and develop effective solutions.
• Proven ability to manage multiple projects simultaneously, meet deadlines, and navigate a fast-paced environment.
• Exceptional communication skills with the ability to build trust and rapport with key stakeholders across multiple departments.
• Familiarity with Google Suite and Zoom; experience with Planhat and HubSpot is a strong plus.

Join Our Innovative Journey:

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally.

What You'll Gain by Joining Us:

Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.

Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.

Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.

Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.

Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.

Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.

Our Commitment to Inclusion:

We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.

Important Information:

1. Fluency in English is required, with strong written and verbal communication skills being essential.

2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.

3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.

4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review.

5. If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at [e-mail].