Enterprise Customer Success Manager

About the job

We are seeking an experienced Enterprise Customer Success Manager who can build durable relationships with customers and act as a trusted advisor to work with our corporate clients. You will act as the main point of contact for driving product adoption and engagement for Chatterbox's clients and partners. This opportunity is ideal for a dynamic individual with fast, innovative thinking and technical skills and solid business acumen. The Enterprise Customer Success Manager will be responsible for leading and driving sales engagement and will directly impact Chatterbox’s revenue and growth. This role requires passion about driving product adoption and customer satisfaction as well as identifying account growth opportunities. The individual will have a relentless drive to make sure clients see the value of Chatterbox’s solution and advice on best practices for success.

Chatterbox connects marginalised people with tech jobs

We build technology that connects talented yet overlooked workers with opportunities in tech, and we're starting with the booming online language learning industry.

Our multi-award winning EdTech SaaS platform empowers overlooked talent in need of work, from refugees to returnee mothers, to teach their native languages online and transform their cultural and linguistic diversity into a superpower.

Our company has already sparked interest from the likes of Bloomberg and the BBC, and backing from top investors in Europe and Silicon Valley. This is a rare opportunity to work in a high-growth, VC-backed startup with a global social impact.

Key Responsibilities:

• Ensure client retention and satisfaction

• Act as a trusted advisor for customers to drive adoption and quantify the value of Chatterbox

• Educate and train customers on Chatterbox’s product and services to help better their ability to succeed

• Partner with administrators and stakeholders to educate and establish critical goals, success criteria, and other key performance indicators aligned with their business roadmap

• Monitor and identify adoption and usage trends, provide recommendations based on risk assessment and customers' business needs

• Develop an in-depth understanding of the customer's implementation, business stakeholders and business needs.

• Establish clear retention goals and progress milestones for the customer to work toward

• Coordinate and attend customers' business reviews

• Anticipate client decisions, explore and uncover business needs and understand how Chatterbox's offering can benefit the customers' business

• Partner with internal Chatterbox teams to align account activities with the customer's business case and strategy

• Demonstrate exceptional levels of organisation and ability to prioritise time efficiently

• Lead the renewal motion and handoff customer upsell opportunities to the Sales or Account Management teams

• Build strong cross-functional working relationships with Support, Sales and Product Management.

• Develop resources to support training and best practices

Required Experience:

• 5+ years experience in a customer-facing role, preferably in a SaaS business

• History of success as a consultant; experience prioritising and managing a varied book of business

• Proven track record of building strong relationships with mid-market, public sector and enterprise-level customers

• Ability to understand and present product features and how they apply to the strategy of our customers’ businesses

• Ability to engage with customers to discern their product related needs

• Excellent verbal and written communication skills and willingness to be prompt and responsive to a breadth of customer expectations

• A team player with a strong sense of accountability and care for customer satisfaction

• Strong analytical and problem-solving skills

• Willingness to grow and adapt with an exciting startup in a high-growth space

• Ability to handle pressure

• Creative and able to think outside the box when faced with a problem