Manager of Enterprise Customer Success

3 days ago

Guelph, Canada Schema App Full time

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the Enterprise Content Knowledge Graph market globally.

Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Our comprehensive end-to-end solution empowers Digital Marketing Teams to achieve organic search results. Our technology is essential with the evolution of AI Search (ChatGPT, Bard, Gemini). The knowledge graphs we build can be re-used by Content teams to get insights on their content.

We are looking for a Manager of Enterprise Customer Success to join our team. Schema App's solution is a combination of our scaleable technology platform and High Touch Support. The Customer Success team is responsible for scoping deals with sales, onboarding new customers, and using the Schema App platform to help our Customers achieve and measure progress toward their digital marketing goals.

**Purpose of the Role**
- Lead the Customer Success Team to exceed goals for revenue retention and revenue expansion by delighting Enterprise customers with value enabled by our product and services._

**Role Accountabilities**
- **_ Team Leadership: _**_Lead and Manage a Customer Success team that meets and exceeds key goals (renewal rate, expansion revenue, NPS) while executing on a growth strategy. Hire, develop and coach a team to be A players. Be part of the leadership team to plan, debate and partner to identify priorities, and solve problems to move the business forward._
- **_Enterprise Stakeholder Management: _**_Enable the team to manage a portfolio of stakeholders, and identify stakeholder plans to keep them engaged and seeing value. Manage key strategic stakeholders at the Executive level. _Develop and execute strategies to transition from tactical engagements to strategic partnerships to effectively engage, retain, and expand Enterprise customers.
- **Scaled Operational Excellence**: Leverage automation and innovative solutions to streamline CS processes, maintaining high levels of customer satisfaction while supporting scalable growth. Evolve and monitor key performance indicators (KPIs) related to customer success, product adoption, renewal/expansion, and overall customer experience, reporting progress to executive leadership.
- **Customer Advocacy**: Serve as the voice of the customer within the organization, ensuring that customer insights inform product development, marketing, and sales strategies.

**Key Competencies**
- **Lifelong Learner**:

- strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness, wisdom, knowledge, and insight.
- **Coaching** - Shares leadership and encourages people to take ownership, find solutions, make decisions, and learn from mistakes. Holds the team accountable for results. Proven ability to motivate teams through organizational change and foster alignment across complex structures.
- **Teamwork -** Great at building teams and being part of the leadership team that works together to achieve the company’s goals.
- **Enterprise Stakeholder Management -**Ability to connect, manage and influence leaders at customers from Directors to Vice Presidents. Ability to present a value story. Proficient in addressing customer issues and conflicts diplomatically and effectively.
- **CS Process Optimizations**:Proficiency in optimizing processes, using data to drive decisions, gauging customer health, and identifying opportunities for improvement and expansion. Create new processes to introduce efficiencies and clarity within the roles.
- **Cross-functional collaboration and communication**: Work closely with sales, marketing, product, engineering, and other departments to ensure alignment and enhance the customer experience. Strong verbal and written communication abilities to effectively engage with customers, stakeholders, and team members.
- **Technical Proficiency**: Understanding of the SaaS industry and the technology behind the product, allowing for effective problem-solving and guidance. Understanding of SEO and Content Marketing market and trends. Ability to learn Schema App Products.
- **Customer-Centric Approach**: Expertise in customer personas, journey mapping, and touchpoint optimization to deliver exceptional customer experiences.

**Metrics**
- _High Performing Team: _80% A players on the team and _Employee NPS >50_
- _Value Delivery: _Expansion Goal Achievement, _Renewal Rate: >95%_
- _Ent Stakeholder Mgmt: _NPS >8 - move to more standardized measure >33%_
- _Operational Efficiency: _ARR by Customer Success Manager= +10% Y/Y, o_n or under Budget_

**Core Values**
- Teamwork - We collaborate, win and learn as a team.
- Growth Mindset - Constantly learning, you give and are open to timely feedb

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