Enterprise Customer Success Manager

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Swooped
United States, US (Remote)
  • Hardware
  • FlexTime
  • FullTime
  • Applications have closed

About Our Client

Having surpassed $200M ARR and continuing to grow, the organization is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage award-winning technology to move their businesses forward with greater clarity and agility. Customers love the platform, with it being top-rated on G2.com and Gartner Peer Insights.

Our client inspires each other to innovate and is proud of what is being produced. Each day is spent thinking of new ways to help customers and contribute to the greater good of the company and surrounding communities. The focus is on assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by customers. This is how the organization has become one of the 500 fastest-growing tech companies in North America for the sixth year in a row, as ranked by Deloitte!

About The Role

As an Enterprise Customer Success Manager, this role will play a pivotal role in ensuring customer success and satisfaction. This individual will be the primary point of contact for customers, working closely with them to understand their needs, maximize the value they receive from the products/services, and drive long-term relationships. This is a fantastic opportunity to contribute to the growth of a thriving company and make a real impact in the lives of customers.

Key Responsibilities

  • Account Management: Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth.

  • Product Knowledge: Stay abreast of product updates and features, providing customers with insights on how to leverage the solutions to meet their unique needs.

  • Issue Resolution: Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution.

  • Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements.

  • Training and Education: Conduct 1:many sessions to empower customers to maximize the value of the products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…)

  • Location & Time Zone Alignment: This is a U.S.-based remote role. To best support customers, candidates are sought who are based in Pacific, Mountain, Central, or Eastern time zones.

Attributes for a Successful Candidate

  • Minimum 3 years of professional experience in one or more of the following: internal/external audit, risk management, compliance consulting, or customer success in a high-growth SaaS environment

  • Technical Proficiency: Experience with Salesforce CRM, Gainsight, Google Business Suite, MS Office, PowerBI, and/or other data visualization tools is highly preferred

  • Analytical Skills: Strong analytical, organizational, and communication skills, both oral and written.

  • Customer-Centric: A passion for working daily with customers, ensuring they maximize their investment. Enjoy solving technical challenges and answering first-level technical questions.

  • Tech Enthusiast: A genuine passion for working in the tech space, driving a culture of continuous improvement while fostering an innovative work environment.

  • Autonomy: Ability to work independently and proactively with minimal direction.

  • Executive & Customer Engagement: Demonstrated ability to deliver compelling QBRs/EBRs and strategic presentations to both end users and executive stakeholders, effectively driving alignment, program adoption, and measurable business outcomes.

Nice to Have

  • Minimum 1 year of experience working directly with the organization’s modules, data load processes, and advanced configurations.

Company Values

  • Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do
  • Win, together: Drive to be the best while supporting each other’s success
  • Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals
  • Personal improvement: Stay eager to share insights, seek feedback, and continuously learn
  • Constant innovation: Challenge the status quo and drive improvements

Perks

  • Launch a career at one of the fastest-growing SaaS companies in North America!
  • Live your best life (LYBL)! $200/mo for anything that enhances your life
  • Remote and hybrid work options, plus lunch in the Cerritos office
  • Comprehensive employee health coverage (all locations)
  • 401K with match (US) or pension with match (UK)
  • Competitive compensation & bonus program
  • Flexible Vacation (US exempt & CA) or 25 days (UK)
  • Time off for your birthday & volunteering
  • Employee resource groups
  • Opportunities for team and company-wide get-togethers!

Compensation

$108K — $162K • Offers Bonus

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

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