About the role
We are looking for an experienced Senior Customer Success Manager (CSM), who can motivate, coach, and steer customers through a digital transformation to achieve their goals. The Sr. CSM is accountable for the success of their customer base, and is well supported by all departments across Envisio. Our most successful CSMs retain customers and help them grow. They are excellent relationship builders, motivate customers to take action on the recommendations they make, have an acute sense for what customers need, and pull in the right experts at Envisio to fulfill those needs.
Our customers are leadership teams in publicly funded / publicly accountable organizations (local governments, school districts etc.). They are highly dedicated teams responsible for big impact strategic initiatives. If you have experience working with senior leadership, have worked with governments, and/or have SaaS experience, we want to hear from you. This is a role that offers the intrinsic value of purpose and meaning in what you do - by helping publicly accountable organizations build trust with communities.
Key responsibilities
- Build meaningful, multi-threaded relationships at Envisio’s customers through quarterly business reviews, annual executive reviews, engaging emails, and in-person meetings (when appropriate)
- Manage a customer base to drive adoption, drive growth, increase revenue, and reduce churn
- Partner with customers to develop meaningful plans that fuel their long term goals
- Partner with Implementation Consultants to ensure a seamless transition from Implementation to Adoption
- Analyze engagement data and research what customers need, in order to make quality recommendations during quarterly business reviews
- Guide and enable customers to transform (to mature) over time how they manage their strategic plans and performance measurement, through the use of Envisio’s software and professional services
- Upsell products and services to customers that enable them to mature and grow, leveraging our internal Performance Coaches
- Celebrate goal achievement
- Encourage training and webinar attendance for continued growth
- Conduct renewals management on time
- Generate customer referral lead opportunities for Sales
- Work with the Product Team to champion customer insights and stories, shaping future product improvement
- Share Customer Success stories across the organization so they can be told to the Envisio community through stories, webinars, case studies, and blog posts
Key performance measures
1. Customer Retention - annual revenue retention
2. Upsells
3. Customer Referral Lead Generation
About you
You are fun, enthusiastic and aching for a role where your work makes a difference in the lives of others. You are a proactive relationship builder with a proven ability to cultivate deep and meaningful relationships with your teams and clients. You’re not afraid to talk but your real skill is listening.
- 4+ years experience as a Customer Success Manager, may include some years as Account Management / Sales
- Experience in a SaaS company; ideally GovTech
- You have a passion for public service
- Impeccable written and oral communication skills; you’re talking to our customers
- Confident working with executive leadership at the customer
- Analytical; you leverage data in all of your decision making
- Highly organized; your calendar reminders have calendar reminders
- Results oriented; you always have your next goal in mind, and a plan to get there
- Willing to travel up to 4 times a year
About Envisio
We’re on a mission to build trust. Trust between publicly accountable leaders, their staff, and their external stakeholders. We’re a team of dedicated, friendly people working together to build something special. We were recently named 2020 Top 10 GovTech International companies.
We’re passionate about building deep, personalized relationships with our customers to help them build safe and thriving communities. We’re proud of our solution, our inclusive team and our transparent, high-performing culture. If you’re looking for a fulfilling environment to grow professionally and personally, we think you’ll like it here.
What We Do
Envisio is the most widely used strategic planning and performance management solution in local government. Leaders from more than 130 cities and counties use Envisio to execute plans, measure and report on performance, make evidence-based decisions, and build trust and transparency with their communities and elected officials. The company was recognized as a top company working with local government by the Engaging Local Government Leaders (ELGL) network by placing 3rd in the 2019 ELGL Haverford Awards. Our customers share a passion for performance excellence, data-driven governance, and transparency. We’re proud to support 11 What Works Cities certified and member cities and 7 recipients of the ICMA Certificate of Excellence for Performance Management. In fact, we’re proud to support all of our clients as they work to deliver efficient, effective, and trustworthy services to the communities and constituents they serve
