Enterprise Customer Success Manager (US, Mountain West/Midwest)

About ControlUp

ControlUp is a Digital Experience Monitoring and Optimization platform that transforms the way IT admins manage their environment and troubleshoot issues. Our product suite enables IT Admins to be more proactive and have greater visibility into the digital experience of their users. Most of our customers utilize Citrix, VMware, Nutanix, and/or Microsoft for their virtualization layer. Additionally, we have many customers who utilize IGEL thin clients.

Our Culture

We have a fun and energetic company culture. We fly team members to fun locations across the globe. We value a culture of transparency and curiosity. This is a company with a sense of humor, where we all are hard workers, but we balance that with lots of hilarity interspersed with that hard work.

Our Customer Success team is growing and we are looking for a new Enterprise Customer Success Manager to join us!

The Role

As an Enterprise Customer Success Manager, you will be given a portfolio of top tier accounts that require white glove treatment. These will include Fortune 50 companies, hospitals, and government agencies. You will manage the post-sale relationship with that customer from a customer service perspective and be responsible for ensuring their success and improved ROI with our product suite. You will be the primary quarterback for issues that occur and have access to any resource and/or subject matter expert you require from Support, R&D, Marketing, Management, etc. to ensure success of your customers.

Who we’re looking for

We’re looking for a strong communicator, leader, and project manager. The people who excel here are the type who love to learn and see themselves as lifelong learners, strive to go the extra mile, and aren’t afraid to take initiative.

You must be a strong leader and project manager, capable of guiding the customer (including Senior IT professionals, executive stakeholders, and adjacent business unit leaders) through our customer lifecycle methodology.

You must be highly organized and be able to define priorities and where to spend your time. Knowing where not to focus is just as critical as being able to prioritize the top tier accounts.

You will not be responsible for the official structured training of the customer on the product, though you will be responsible for becoming a ControlUp Pro (knowledgeable about every component of our product suite), and being able to effectively communicate to the customer how they can use different features/functionalities of ControlUp to achieve their various goals.

You will not be responsible for single-handedly executing the technical implementation for the customer, but you will be expected to act as the project manager and coordinator to ensure it goes according to plan, and to pull in whatever additional resources are needed to ensure successful implementation.

You will not be responsible for troubleshooting issues, however pointing a customer in the right direction (sharing a relevant KBA, etc.) will quickly set you apart as an especially effective CSM.

• Manage the full lifecycle of a portfolio of enterprise customers.
• Identify potential expansion opportunities based on customer use cases.
• Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor.
• Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI.
• Work closely with sales, marketing, product, and other departments on customer requirements.
• Be a customer advocate and the voice of the customer within ControlUp.
• Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value.

• Experience in an EUC or similar software company
• Startup / SaaS experience
• Critical thinker, generally curious, problem solver
• Proven experience in building customer relationships with multiple stakeholders in Fortune 50 companies
• Positive attitude and very customer-centric; always willing to put the customers' needs first
• Working knowledge of VDI – Citrix \ VMware virtualization solutions.
• Strong written and verbal communication skills; ability to clearly explain complex issues to both individual contributors and executives
• Some travel required
• STRONG PREFERENCE to candidates in the Mountain West OR Midwest US

• Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Google Workspace, and/or Filemaker Pro is a huge plus. 
• Excellent organization, note-taking, project management, and time management skills
• Working knowledge of VDI – Citrix \ VMware virtualization solutions.

• Continuous learning and development opportunities
• An agile, innovative, flexible, and fun work environment
• Premium benefits - including medical, dental, vacation/holidays, company-matched 401(k) plan, etc.

• Customer Success Manager
• IT manager
• Software Sales
• Project Manager
• Sales Engineer/Consultant
• Software Support
• Customer Service
• Professional Services