Candidly - Enterprise Success Manager
Requirements
• Minimum 5-10 years work experience • 3-5 years of experience in Customer Success, Account Management, Consulting, or Project Management • Experience servicing institutional clients of all sizes, but large enterprise customer success experience is required • Proficient interpersonal skills, demonstrated by a strong sense of empathy plus the ability to build authentic business relationships and effectively manage relational challenges • Proven experience working with and influencing key decision makers (VP level and above decision makers) • Comfort creating and adopting AI-assisted workflows to scale account coverage without scaling headcount 1:1 • Influential verbal and written communication skills, including expertise in presenting to both small and large audiences • Accountability, organization, and time management skills are essential • Project management skills are critical to roles success • Proactive, responsive, customer-first attitude with a proven track record of acting as customer champions • Experience building, evaluating and optimizing processes, including large-scale integrations • A team-player with a proven track record of excelling in fast-moving environments and taking initiatives above and beyond the call of duty • Experience working in a high growth, high intensity startup • A background in supporting employee and group benefits, including retirement, health, financial wellness and/or student debt benefits • Experience working with CRMs and Customer Success platforms (like ChurnZero) is a plus • Management experience preferred • Background and EEOC • Background and EEOC • Candidly offers for employment are conditioned upon satisfactory completion of our employment screening process (including, but not limited to, a review of past employment and education records, background investigation, and/or credit check & fingerprints).
Responsibilities
• Own a named portfolio of Candidly's highest-ARR and highest-growth-potential enterprise accounts • Become an expert on the Candidly platform and champion of our brand, you will strive to provide our customers with that “delight” moment • Externally serve as the first point of contact for our customers, keeping a high concern for quality of product and experience • Internally serve as the central point of contact for the organization on all customer initiatives • Use AI-assisted tools to streamline meeting prep, QBR/EBR development, and account documentation — reducing administrative time and increasing time spent on strategic account work • Collaboratively develop success plans aligned with customer objectives, and communicate progress on these plans internally and externally via activities such as business reviews • Develop innovative ways to share relevant and impactful insights back to customers, building a narrative around the value and ROI achieved with Candidly • Generate excitement for new or developing products by working with marketing, product and sales on rollout plans, pipeline management and upsell/expansion campaigns • Optimize existing processes and seek to improve all aspects of the customer experience with the company • Continually strive to exceed customer satisfaction and NPS targets • Document all communication with customers accurately and in a timely manner • Foster a culture of professionalism and customer advocacy
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