Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
Manage and check in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
Using Data to Drive depth within your book of business, make strategic recommendations, and a cadence of QBRs
Become a trusted advisor and advocate for customers’ stakeholders and executives
Managing the payments/billing and administration side of your Book of Business
Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintaining NRR
Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
Become the voice of the customer, and represent customer use cases internally
Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required

Have 4+ years of experience in a Customer Success Or Customer Experience role within SaaS
Ability to project manage and execute tasks at an executive level
Team player willing to pick up and help others achieve shared goals
Ability to use Success and Revenue tooling (i.e., Salesforce, Tableau, etc)
Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
Adapt while in an ever-growing team and customer base
Data-driven decision maker and results
Balance between thinking strategically with exceptional attention to detail and execution
Are self-directed, highly motivated to succeed, and maintain an “always learning” posture
Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes
Automotive Industry Experience is a Plus

$20 phone/internet monthly reimbursements
Virtual activities and in-person meet-ups
Laptop and super rad swag provided
Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
Short term and long term disability
Employee assistance program
Reimbursement for a personal health and wellness membership
Generous parental leave
401(k) available upon hire
11 paid holidays
Flexible time off
take the time off you need!
Matching donations for approved charitable organizations
Group volunteer efforts

Strategic Customer Success Manager – Enterprise

Key skills