As a Customer Success Manager, you'll drive adoption and retention for Enterprise clients, developing success strategies and nurturing relationships while leading onboarding and conducting business reviews.
About Entrupy
Entrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods.
Entrupy’s solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries. Entrupy is growing quickly with team members based in the US, India, Japan and Brazil. Entrupy’s solutions in market:
● Entrupy Apparel Authentication
● Entrupy Bags & Leather Goods Authentication
● Entrupy Sneaker Authentication
● Entrupy Fingerprinting
As we continue to build...
We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the Team/Role
We are looking for a Customer Success Manager with a drive for building relationships and finding solutions for our customers. You will be the trusted advisor for our customers, driving adoption, satisfaction, and long-term retention.As a leader of our Customer Success functions within the Customer Experience team, you will be a strategic partner for our highest-value accounts. You will be responsible for building and nurturing collaborative relationships with our Enterprise customers to drive strong user adoption, customer satisfaction, and product usage.
Your sphere of influence will include building scalable customer success processes, cultivating customer success mindset within the company, and representing the voice of the customer to enhance our product experience.
Reports to: Head of Support Operations and Japan Country Manager
Location: United States
Location Type: Remote
What you'll do:
- Strategic Success Planning: Develop and execute Success Plans for Enterprise clients that align Entrupy’s product capabilities with the client's specific business goals, documenting desired outcomes and the path to achieving them.
- Develop Customer Success Process: Develop and implement scalable customer success processes and playbooks for Mid-market customers to optimize onboarding, monitor customer health, mitigate churn risk, and increase engagement through timely intervention.
- Expansion & Advocacy: Collaborate with the Sales team to identify opportunities for upsells or cross-sells, and cultivate "super-users" to act as case studies, testimonials, or references.
- High-Touch Onboarding: Lead kickoff meetings and custom training/implementation programs for enterprise clients to minimize the Time-to-First-Value and drive product adoption, understanding clients’ unique business requirements.
- Executive Business Reviews: Lead quarterly or bi-annual meetings with key stakeholders to report on their usage trends, propose opportunities to improve their operational efficiencies, and discuss future growth strategies.
Skills & Qualifications:
- 5+ years of experience in Customer Success or Account Relationship Management, preferably in B2B SaaS products.
- Strong Communication: Excellent communication skills, including the ability to present effectively to C-suite members.
- Analytical Skills: Strong analytical skills to interpret performance data and develop data-driven success strategies.
- Business Acumen: Deep understanding of customer business models and consultative mindset to resolve customer challenges and optimize outcomes
- Process Development: Demonstrated ability to develop scalable customer success processes with a strong growth mindset.
- Demonstrated Leadership: Ability to foster a Customer Success culture across departments including Sales, Operations, Product, BI, and Marketing.
- SaaS Product Knowledge: Ability to understand SaaS product offerings and technical concepts, such as SDK and API, to drive feature adoption and workflow integration.
- Project Management: Ability to handle multiple strategic priorities in a fast-paced startup environment
What we offer:
- Market competitive and pay equity-focused compensation structure
- Generous time away, including company holidays, paid time off, sick time, parental leave, and more!
- Rich medical benefits and insurance coverage
- 3.5% 401k match
- Dedicated mental health support for employees and eligible dependents
Salary Range - $70,000 - $100,000 a year
This is an exempt salaried position. The starting salary for this role is between $70,000 - $100,000, depending on skills and experience. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate.
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
Top Skills
APIs
SaaS
Sdk
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