Enterprise Customer Success Manager (US)

Logoslabs; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

ControlUp is seeking an Enterprise Customer Success Manager to own a portfolio of top-tier accounts, including Fortune 50 companies, hospitals, and government agencies, ensuring their success and ROI with our product suite, and serving as their trusted advisor on technology strategy.

You will be the primary quarterback for issues, coordinating with Support, R&D, Marketing, Management, and Sales to deliver white-glove service, drive adoption, and expand value across the customer relationship,

Qualifications

• Experience in an EUC or similar software company.
• Startup / SaaS experience.
• Critical thinker, generally curious, problem solver.
• Proven experience building customer relationships with Fortune 50 stakeholders.
• Positive attitude and customer-centric; put customers' needs first.
• Working knowledge of VDI – Citrix VMware virtualization solutions.
• Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives.
• Some travel required.

Responsibilities

• Manage the full lifecycle of a portfolio of enterprise customers.
• Identify potential expansion opportunities based on customer use cases.
• Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor.
• Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI.
• Work closely with sales, marketing, product, and other departments on customer requirements.
• Be a customer advocate and the voice of the customer within ControlUp.
• Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value.

Skills

EUC software experience

Startup/SaaS experience

Critical thinker

Customer relationship building

Customer-centric attitude

VDI (Citrix/VMware)

Strong communication skills

Travel required

Tools

Outreach.io

Chorus

Salesforce

Slack

Splunk

Zoom

Google Workspace

Filemaker Pro

Job description

ControlUp creates an autonomous workplace where the day runs itself.

We’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters.

The Role

As an Enterprise Customer Success Manager, you will be given a portfolio of top tier accounts that require white glove treatment. These will include Fortune 50 companies, hospitals, and government agencies. You will manage the post-sale relationship with that customer from a customer service perspective and be responsible for ensuring their success and improved ROI with our product suite. You will be the primary quarterback for issues that occur and have access to any resource and/or subject matter expert you require from Support, R&D, Marketing, Management, etc. to ensure success of your customers.

How You’ll Spend Your Day

• Manage the full lifecycle of a portfolio of enterprise customers

• Identify potential expansion opportunities based on customer use cases

• Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor

• Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI

• Work closely with sales, marketing, product, and other departments on customer requirements

• Be a customer advocate and the voice of the customer within ControlUp

• Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value

Your Experience and Qualifications

• Experience in an EUC or similar software company

• Startup / SaaS experience

• Critical thinker, generally curious, problem solver

• Proven experience in building customer relationships with multiple stakeholders in Fortune 50 companies

• Positive attitude and very customer-centric; always willing to put the customers' needs first

• Working knowledge of VDI – Citrix \ VMware virtualization solutions.

• Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives

• Some travel required

Preferred Qualifications

• Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Google Workspace, and/or Filemaker Pro - an advantage

• Excellent organization, note-taking, project management, and time management skills

• Working knowledge of VDI – Citrix \ VMware virtualization solutions

Preferred Experience in one or more of the following roles

• Customer Success Manager

• IT manager

• Software Sales

• Project Manager

• Sales Engineer/Consultant

• Software Support

• Customer Service

• Professional Services