Enterprise Customer Success Manager

Join Merge as an Enterprise Customer Success Manager, where you will be responsible for managing the post-sales journey of up to 30 enterprise customers. You will work directly with technical stakeholders to resolve issues, enhance customer experience, and support contract renewals. This role requires a minimum of 6+ years of experience in Customer Success or Account Management with highly technical software products. Benefits include healthcare, unlimited PTO, parental leave, and a 401k.

Agir en tant qu'extension de l'équipe de vos clients au sein de Merge, en défendant leurs intérêts et en résolvant rapidement les problèmes.

About Merge

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

A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers' team within Merge

Responsibilities

• Gérer le parcours post-vente des clients, de l'intégration au renouvellement, en collaborant avec les équipes de vente et de services techniques.
• Assurer la satisfaction des clients, améliorer leur expérience avec Merge et jouer un rôle clé dans le soutien au renouvellement des contrats.

Requirements

• 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
• 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

Pay

USD 175,000 - 210,000