Scale CSM

The role

You will own a large portfolio of customer accounts, driving product adoption, engagement and retention. You will also find expansion opportunities and work with Sales, Marketing, Support and Product.

What you will do

• Manage a book of business of hundreds of customers, prioritized by health, ARR, lifecycle stage and expansion potential.
• Drive adoption, feature utilization and retention through one-to-one, one-to-few and one-to-many engagement.
• Surface and nurture expansion opportunities and work with Sales to build pipeline.
• Use customer health, product usage, engagement signals and renewal timelines to plan touchpoints.
• Partner with Marketing, Product and Ops to build scaled lifecycle campaigns.
• Host 1:many workshops, office hours and lifecycle check-ins.
• Engage strategic customers directly when the business case supports 1:1 outreach.
• Escalate customer feature requests and product gaps that affect retention.
• Act as customer advocate across Sales, Support, Implementation and Product.

Required qualifications

• 3+ years of experience in a customer success or account management role.
• Proven ability to manage a large book of business.
• Analytical mindset to draw insights from data and prioritize.
• Strong track record of driving customer adoption and identifying upsell opportunities.
• Ability to learn new concepts quickly and grow into a product expert.
• Strong written and verbal communication skills, including 1:many communication at scale.
• Proficiency with CRM and communication tools such as Salesforce, Outreach, Mixmax, Gainsight and Vitally.
• Based in or willing to work in the Denver, CO office with a 4-day in-office policy.

Benefits

• Competitive salary with variable performance pay.
• A high degree of trust in your ideas and execution.
• Opportunity to partner and collaborate with talented people.
• An inclusive community where you feel welcomed and cared for.
• Ability to make an immediate impact on customers' workplace experience.
• Support for personal and professional growth.

Before you apply

• Willing to work 4 days a week in the Denver, CO office (Monday to Thursday).
• Applying requires providing personal data such as name and contact information, which Envoy needs to process the application.

About the company

Envoy unifies people, spaces and communications in one secure workplace management platform. It is used by more than 16,000 workplaces worldwide, including manufacturing sites, data centers, labs, healthcare facilities and headquarters.