Enterprise Customer Success Manager

5 months ago


Remote, Canada Orum Full time

The Customer Success Team’s Mission is to support and enable our customers to successfully engage their team and prospects in a more personal and human way. We work to understand our customer’s business, proactively provide solutions to challenges, and ultimately help their business innovate and transform using Orum.

The **Enterprise** **Customer Success Manager **owns the customer lifecycle, beginning with customer onboarding, through adoption and enablement, and renewal achievement. Part mentor, project manager, consultant, and product specialist, Orum Customer Success Managers are passionate about helping customers improve their sales development efforts and be successful with Orum. This team will work closely with Sales to understand customers’ business objectives, design and execute a customer success plan to ensure customer objectives are truly met, and will help to identify ways we can deliver increased value through broader and more mature use of Orum.

**Salary**:$141,000 OTE CAD. We respect your time and don't intend to waste it.

**Please keep reading...**

**Responsibilities**:

- **Onboarding - **Work with new Orum customers to provide onboarding, integration help, education, and documentation to drive long-term customer success & value. Strategically Configure, Test, Document, and educate both Orum and Customer resources on system design to ensure long-term success, you'll be a critical piece of our product development feedback loop.
- **
Success Outcomes and Risk Management - **Understand customer growth goals, strategies & initiatives, and establish a best-in-class product experience solution. Drive adoption of Orum's product features to maximize the value provided. Recommend best practice use case of Orum based on an understanding of the customer’s business, use cases, success criteria for getting value, and data. Identify & build relationships with key Executive Stakeholders within your portfolio. Remain up to date on Orum's product features and developments and use the cases to drive customers to best practice standards, and catalog as needed. Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status, and next steps on a regular cadence
- **
Documentation - **Produce internal best practices and customer user stories to strengthen the implementation process

**Must Have**:

- 6+ years of Customer Success experience in B2B SaaS
- 2+ years of experience managing large enterprise accounts
- Must be comfortable working with VPs and other senior business leaders at large enterprises
- Willing to travel 25-50% of the time for customer onsites
- Must be comfortable with ambiguity, independent, detail-oriented, and can thrive in start-up environments, including a fast-paced, high-growth environment.
- Familiar with Salesforce, Outreach, SalesLoft, and related sales techConsistent track record of delivering high renewal rates and meeting up-sell quota.
- Strong passion for being hands-on technically and product savviness.
- Experience collaborating with cross-functional teams within a customer organization to support a joint outcome.
- BA/BS or Equivalent Experience

**Nice To Have**:

- Experience in Saas Customer Success or Sales Development / Sales is preferred.



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