Merge Enterprise Customer Success Manager manages post-sales journey for up to 30 enterprise customers, ensuring satisfaction and supporting contract renewals. Works directly with technical stakeholders to resolve issues and advocate for customers.
Responsibilities
The expectation will be to manage up to 30 enterprise customers
Your goal will be to ensure customer satisfaction as a whole, enhance customer experience working with Merge, and play a key part in supporting customer contract renewals
What experience is required?
A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.
Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.
A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge.
The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, product, etc.
An entrepreneurial mindset - this is a new team at Merge where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
Qualification
Required
6+ years experience in Customer Success or Account Management with technical software products
Experience working with enterprise SaaS customers (800+ employees)
Experience working with executive level customer stakeholders
Ability to act with high autonomy and take full ownership of customer portfolio
Entrepreneurial mindset to build new processes and practices
