Customer Success Manager, Enterprise

Seattle, WA /
Customer Success /
Full-time
We’re looking for a Customer Success Manager to join us here at Traction Guest! As our Customer Success Manager, we are looking for someone with a background in enterprise customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal and upsell.

About Us

We are a global leader in enterprise visitor management. We are on a mission to help organizations across the world protect their facilities, employees and visitors. We pride ourselves on our innovation and growth and have been recognized by Deloitte Technology Fast 50 Company to Watch, Forbes Cloud 100 Rising Star and G2 Leader in Customer Satisfaction for Visitor Management. We are backed by investors that include Bessemer Venture Partners and Salesforce Ventures. To support our diverse customer base, we have employees across the world in Ireland, US and Canada.

Culture

Culture is important at Traction Guest. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are: 

Embrace Knowledge
Do the right thing
Seek adventure and smiles
Healthy hearts and heads
Pursue opportunity
Build community

Skills

    • 3+ years of experience in a customer relationship management role in a B2B SaaS based environment
    • Previous experience working with enterprise level accounts delivering exceptional customer support
    • Ability to develop and deliver messages and presentations to technical and non-technical audiences 
    • Strong verbal and written communication skills 
    • Ability to properly set expectations with customers 
    • Listen and understand the customer’s business problems/objectives and leverage product knowledge and experience to provide the best solution to meet their needs 
    • Ability to multi-task and manage a high volume of customer projects 
    • Meet deadlines for customer engagements and deliverables 
    • Leverage applicable systems and processes to manage customer projects 
    • Timely and consistent documentation of project history and key deliverables 

What You Will Be Doing

    • Proactively drive key milestones and outcomes as outlined by the customer and in alignment with the program framework 
    • Consistently execute against the defined onboarding processes within the defined program scope Identify gaps that impact the customer experience, document them, and recommend potential resolutions  
    • Guide customers in the build and testing of their use case 
    • Deliver a superior onboarding experience to the customer by setting and meeting expectations
    • Mitigate risks proactively to ensure timely execution 
    • Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting 
    • Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative 
    • Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
    • Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption 
This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.

Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:

Phone Interview with our People & Culture team
Meet with the hiring manager and other members of the team
Demo presentation and interview
Culture meeting with members of the Traction Guest team

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.