Role Summary
Reporting to theCustomer Care Manager, theGlobal Account Customer Success Managerleads the post-sale experience for a portfolio of strategic global accounts1riving adoption, value realization, and retention.
This role isUS Remote, working cross-functionally across regions and customer stakeholders.
A Typical Day Looks Like:
- Owning the global post-sale customer journey, from onboarding through adoption, expansion, and retention
- Leading Quarterly and Executive Business Reviews (QBRs/EBRs) with executive stakeholders
- Developing and executing outcome-based Customer Success Plans
- Driving product adoption and aligning customer objectives to measurable business outcomes and KPIs
- Monitoring customer health, identifying risks, and proactively developing mitigation plans
- Collaborating with Sales, Professional Services, Support, and Product teams to deliver an exceptional customer experience
- Serving as the voice of the customer by providing feedback to influence product enhancements and roadmap discussions
Essential Requirements
- 510 years of experience in Customer Success, Consulting, Strategic Account Management, or a similar customer-facing role within a B2B SaaS environment
- Experience managing enterprise and global customer accounts
- Proven success leading QBRs/EBRs and engaging with executive-level stakeholders
- Experience using CRM and Customer Success platforms such as Salesforce and Gainsight
- Experience working with customers in the printing, packaging, or label industry, with an understanding of print production and packaging workflows
- Experience working with Esko software solutions is a strong plus.
US ONLY:
The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associates position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.
The compensation range for this role is $100,000 - $110,000 USD per year.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.
