Senior Enterprise Customer Success Manager

How you will make an impact:

As a member of Iterable’s Customer Success team, you will be responsible for the relationship with high-value ($200k+ ARR) customers. You will be tasked with making sure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. The role is ideal for an individual very strong communication skills and experience navigating large organizations to identify key stakeholders. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

In addition, as a member of the customer success team, you will relay product feedback from our most important clients back to the engineering team. You will also QA new features and generate new support documents.

One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.

Position Details:

• Proactively manage a book of enterprise-level ($200k+ ARR) Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Work with the Support team to resolve any tickets or issues faced by your customers
• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Lead regularly scheduled check-ins, QBRs, and monitor client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client

The Ideal Candidate Will Have:

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript

Perks & Benefits: 

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance 
• Monthly Professional Development allowance 
• Pre-tax commuter benefits
• Complete laptop workstation

The US base salary range for this position at the start of employment is $101,000 - $145,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.