Enterprise Customer Success Manager
Catchpoint is seeking a customer-obsessed and highly motivated problem solver to join our Customer Success Team. The Enterprise Customer Success Manager (ECSM) is responsible for the post-sale success of a portfolio of Catchpoint Enterprise clients, focusing on gross and net retention. This position will cover our North America region.
What will success look like in this position?
The ECSM develops a strong understanding of Catchpoint’s value propositions, and partners with clients to ensure value and ROI is being realized. Our most effective ECSMs build expertise and domain knowledge in software development, internet technologies, IT operations, and how these functions support business outcomes.
Driving success with Catchpoint’s clients will ultimately lead our success as you drive towards retaining and growing recurring revenue.
Our Tools Stack: SFDC, Gong, Pendo, O365, Zendesk , Looker
Responsibilities
Assume full accountability of the customer journey, from Onboarding through Renewal, Cross-sell, and Up-sell
Conduct regular business reviews and monitor account health to drive account retention and expansion
Align Catchpoint’s value to the client’s organization, goals, and challenges. In other words, help solve client problem with Catchpoint solutions.
Drive engagement and adoption of Catchpoint’s platform
Transform clients into partners, developing champions and obtaining executive alignment
Champion your customer’s success by supporting and highlighting their professional achievements and growth
Serve as the voice of the customer within Catchpoint.
Collaborate cross functionally with all parts of the business to ensure an exceptional customer experience
Required Skills & Qualifications
Bachelor's degree or equivalent and 3+ years of experience managing a portfolio of clients, in roles including Customer Success or Account Management
Comfortable presenting to a room, aided by strong written and verbal communication skills
Confident, high energy, self-motivated and a true team player
Experience persuading and satisfying senior and executive level customer contacts across an enterprise
Demonstrated ability and desire to work and excel in a fast-paced environment
Excellent multitasking and project management skills
Understanding of Internet and web applications with a desire learn new technologies
Ability to understand and articulate technical concepts and derive solutions
Must possess a proven understanding of corporate business world, prior experience in SaaS preferred
Proficiency in SFDC and MS Office is a must
Experience working on customer renewals preferred
The estimated salary range for this role is based on the candidate’s skills, qualifications, and overall experience. Catchpoint offers a wide range of comprehensive and inclusive benefits, including medical, dental, and vision care, 401(k) plan with company match, paid time off, and employee wellness perks along with a competitive equity package, and may include variable compensation.US Salary Range$100,000—$125,000 USDOverview
Catchpoint is the Internet Resilience Company™. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.
Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!
#LI-REMOTE
Apply Now
What will success look like in this position?
The ECSM develops a strong understanding of Catchpoint’s value propositions, and partners with clients to ensure value and ROI is being realized. Our most effective ECSMs build expertise and domain knowledge in software development, internet technologies, IT operations, and how these functions support business outcomes.
Driving success with Catchpoint’s clients will ultimately lead our success as you drive towards retaining and growing recurring revenue.
Our Tools Stack: SFDC, Gong, Pendo, O365, Zendesk , Looker
Responsibilities
Assume full accountability of the customer journey, from Onboarding through Renewal, Cross-sell, and Up-sell
Conduct regular business reviews and monitor account health to drive account retention and expansion
Align Catchpoint’s value to the client’s organization, goals, and challenges. In other words, help solve client problem with Catchpoint solutions.
Drive engagement and adoption of Catchpoint’s platform
Transform clients into partners, developing champions and obtaining executive alignment
Champion your customer’s success by supporting and highlighting their professional achievements and growth
Serve as the voice of the customer within Catchpoint.
Collaborate cross functionally with all parts of the business to ensure an exceptional customer experience
Required Skills & Qualifications
Bachelor's degree or equivalent and 3+ years of experience managing a portfolio of clients, in roles including Customer Success or Account Management
Comfortable presenting to a room, aided by strong written and verbal communication skills
Confident, high energy, self-motivated and a true team player
Experience persuading and satisfying senior and executive level customer contacts across an enterprise
Demonstrated ability and desire to work and excel in a fast-paced environment
Excellent multitasking and project management skills
Understanding of Internet and web applications with a desire learn new technologies
Ability to understand and articulate technical concepts and derive solutions
Must possess a proven understanding of corporate business world, prior experience in SaaS preferred
Proficiency in SFDC and MS Office is a must
Experience working on customer renewals preferred
The estimated salary range for this role is based on the candidate’s skills, qualifications, and overall experience. Catchpoint offers a wide range of comprehensive and inclusive benefits, including medical, dental, and vision care, 401(k) plan with company match, paid time off, and employee wellness perks along with a competitive equity package, and may include variable compensation.US Salary Range$100,000—$125,000 USDOverview
Catchpoint is the Internet Resilience Company™. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.
Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!
#LI-REMOTE
Apply Now