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Enterprise Customer Success Manager

Company: Canopy
Location: Lehi
Posted on: January 9, 2021

Job Description:

About Canopy HQ:We are a fast-growing SaaS startup, building software for accounting professionals. Canopy's mission is to empower accountants to spend more of their time helping their clients succeed. We're revolutionizing the way accountants work with their clients to make it a seamless and delightful experience for both parties. Accountants are loving it, and with all the love comes lots of growth. We'd love for you to join us on our journey.What you'll do:As a key member of a growing Customer Success organization, your primary responsibility will be to retain and grow Canopy's expanding mid-market and enterprise customer base, emphasizing a connection to customers achieving value from our software. Agility, proactive problem-solving, top-notch organization, technical aptitude, and empathy are just a few key attributes that will make you successful in this role. If you are looking for needle-moving impact, this is your opportunity.You will report directly to the Manager of Customer Success.Your Primary Responsibilities will include:

  • Regularly work with existing customers during renewal periods to maximize retention
  • Proactively reach out to users to encourage adoption of use-cases and best practices
  • Actively seek opportunities to retain and grow accounts, including the expansion of licenses, services, use-cases, etc.
  • Be a product & industry expert at all times by staying on top of product development, competition, and industry benchmarks & happenings
  • Be able to provide on-the-fly technical troubleshooting or basic configuration services while the customer is live & engaged on your calls
  • Collaborate cross-departmentally to provide pre-sales implementation support, partner with our onboarding team, be an advocate in the product feedback loop, support marketing case-study opportunities, share ideas for operational improvements & the like
  • Use professional judgment to escalate risk accounts at first signs of the risk and work collaboratively to mitigate churn as much as possible
  • Maintain a detailed record of all communications & touchpoints with your book of business, and project manage your action and advocacy items to completion
  • Go above and beyond to serve our customers and your team, provide a world-class customer experience, and be a shining, standard-setting example of what it means to be a "Canopian" (yep, we're Canopians :) ).You will thrive in this role if you:
    • Owner, craving responsibility and accountability to the role's above description
    • Self-starter, with the ability to drive your own productivity
    • Positive outlook, with the ability to maintain a hungry and enthusiastic approach in a complex and challenging, open-ended environment
    • Obsessive organizational skills, creativity, curiosity, and a solution-oriented focus are a must
    • Love closing deals and winning long-term customer advocates, and hyping about it with your peers
    • Excellent, professional written and verbal communication skills in the English language
    • 1-2 years Customer Success, Customer Service, or formal customer training experience preferred, but not required
    • Previous experience in SaaS preferred, as is familiarity with Salesforce, but not required
    • Bachelor's degree
    • Willing and able to work full-time at Canopy HQ (Lehi, UT), although we are currently remote pending COVID-19 developmentsWhy Canopy?
      • Talented, driven, fun-loving team.
      • We're invested in your success and providing fulfilling growth opportunities.
      • High standards + core values= A refreshing culture of excellence.
      • Comprehensive training and playbooks for success.
      • Competitive benefits, office perks, and a departmental can 'o' peas (
      • Antiquated competitive landscape.
      • World-class investors behind the vision.Canopy's Commitment to DiversityCanopy celebrates all cultures and backgrounds. We are dedicated to making the workplace a second home, where all opinions and ideas are respected and valued.Powered by JazzHRi3rW28dxyK

Keywords: Canopy, Lehi , Enterprise Customer Success Manager, Executive , Lehi, Utah

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