Enterprise Customer Success Manager - EMEA

Overview

Job Description

Responsibilities

• - Manage a book of business including some of our largest, most strategic customers to date
• - Nurture existing customer relationships across varying levels of any organization, including the C-suite
• - Project manage completion of technical implementation steps alongside Customer Engineering
• - Monitor new and existing customer performance and address any open issues to ensure timely resolution and great customer experience
• - Work with your manager to identify compelling plans for continued growth across your customer base
• - Be consistently focused on retaining and exceeding the company's customer retention through value-driven activities
• - Work closely with the product and engineering team to influence new product features and functionality based on customer feedback
• - Share best practices, strategize with customers on digital priorities and investments to drive growth
• - Maintain an expert level understanding of the Builder product, along with larger e-commerce & product industry knowledge
• - Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future

Required Skills

• - 5+ years of customer-facing, consulting, or sales management experience in SaaS (AI-native, marketing or ecommerce technology strongly preferred)
• - Experience working with both middle management and C-level executive personas
• - Experience with technical products and/or demonstrated aptitude when working with technical teams
• - Demonstrate an understanding of the needs of growing businesses, including emerging digital trends and e-commerce trends (Ecommerce experience strongly preferred)
• - Passion for helping customers and being proactive when it comes to what's best for the partnership
• - Proactive problem solver. High reliability, detail-oriented and outstanding follow-through
• - Ability to work individually and collaboratively within a team environment
• - Comfort with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate (early stage experience strongly preferred)
• - Tech savvy and eagerness to learn new technology and practices

Benefits

• - Unlimited time off. 3 weeks is the minimum that we will ask you to take each year
• - Mental health days. We encourage you to take at least one per quarter to recharge
• - Paid parental leave. 12 weeks of full pay for the birth and care of a newborn child, or for the placement of a child for adoption or foster care
• - $500 home office improvement budget. Help get what you need to be comfortable working in a digital-first environment
• - $500 annual learning & development budget. Feel supported and empowered to continue developing your skills
• - Co-working space reimbursement. Work from any WeWork at anytime with an All Access pass, or reimburse up to $300/month at another local co-working space
• - Health Insurance. 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents
• - Additional Insurance. Depending on location, Builder covers your life insurance, short- and long-term disability, and you'll have access to supplemental benefits like accident and critical illness insurance
• - 401k (for US based team members). Contribute to your financial future
• - Real equity. We have a four year vesting schedule with a one year cliff. We also have a ten (10!!) year exercise window