Sr. Customer Success Manager - Enterprise

Job Type

Full-time

Description

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. We have over 5 million homeowners on our software and we’re growing fast but responsibly. More than just accounting and management software, Vantaca is business operating software that helps increase revenue, efficiency, flexibility, and control via a modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview

As a Enterprise Customer Success Manager (ECSM), you ensure that Vantaca is aligned with our largest customer's business goals and Key Performance Indicators during the entire customer journey. The objective of the Enterprise Customer Success Manager is to maximize customer retention and success while also building trust and transparency within your portfolio. The Enterprise Customer Success Manager is a Business Partner, responsible to help a portfolio of customers achieve the maximum possible value they can within the Vantaca platform. You will serve as a Customer Advocate ensuring customer feedback is heard and acted upon by regularly checking on how the Vantaca product is meeting your customers’ needs and whether there are areas for possible improvement.

Accountability Key Initiatives

• Advisor, consultant, relationship manager
• Customer advocacy
• Renewal and churn management
• Product adoption and expansion
• Maintain touchpoints with customers based on segmentation
• Adept on the product and industry
• Monitors & reports on customers health score

Success Metric(s)

• Net revenue retention
• NPS

Key Responsibilities

• Professionally manage our largest customer relationships to ensure consistently high satisfaction levels within portfolio.
• Achieve renewal and expansion targets by developing strategic plans that deliver value and drive growth for Vantaca.
• Establish relationships with C-level executives.
• Creatively investigate customer organization and identifies opportunities to expand Vantaca footprint.
• Understand customer's business operations, drivers and needs, understands/responds to the competition's strengths and weaknesses, applies market knowledge.
• Able to present to and facilitate to senior leadership and/or teams.
• Effectively manage objections and facilitates to desired outcomes.
• Follow up emails and communications are articulate, timely, and effective.
• Develop long-term plans and effectively prioritizes activities and requests to maintain high degree of confidence with customers.
• Know how and when to leverage other experts to manage customer needs/requests.
• Customer communications and follow ups from meetings are results-oriented.
• Provide proactive updates on forecast, customer status and escalations.
• Effectively sets and keeps commitments to internal/external constituents and manages on-going expectations.
• Partner with all functional areas including Sales, Professional Services, Support, & Product to ensure quality customer experience for all customers in their journey with Vantaca.
• Be an expert and champion on our product and service offerings in order to provide customers with consultative guidance on how to get the most out of our product
• Serve as customer advocate and helping customers receive the proper priority for resolving technical issues, capturing customer feedback and product requests and facilitating those requests to Product and Development to help find a path forward

Requirements

• You have a Bachelor's degree or equivalent experience in business administration, project management, information systems, operations management, supply chain management, or other related field
• You have 5+ years experience in upselling at a B2B SaaS company, ideally as a Sr. CSM or Enterprise CSM.
• You've got phenomenal communication skills and are an innovative problem-solver
• You're highly organized and really good at prioritizing your workload
• You are great at interacting with people - customers, clients and coworkers. Your communication with everyone is professional, positive and constructive.
• You are a terrific public speaker and comfortable with leading meetings
• A well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business
• Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf
• A proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features
• Comfortable working in a scaling environment; champion of change and process improvement.
• Ability to handle and resolve conflict by seeking a common ground amongst all involved parties.
• Ability to determine true issues/barriers to achieving agreement and effectively navigate discussions no matter what the situation.
• Exhibits high level of composure under pressure and inspires confidence from others that goals will be achieved.
• Able to drive (internal and external) resources to the timely and accurate achievement of goals despite existing barriers.
• Able to manage expectations via effective application of project management concepts (e.g. meeting follow-ups, action plan with priorities/owners/timelines).
• Ability to develop a prescription for the cause and is able to clearly articulate their assessment and recommendations to all stakeholders in a timely manner.

Our Value Prop to Employees

• Our eNPS is +53! (Google it, that is great).
• Benefits: Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Great parental leave benefits.
• Named on Inc 5000 list of America’s Fastest Growing Private Companies.
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all employees.
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
• We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.

We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position.

If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.

Although we do business around the US, we call North Carolina home. NC was just ranked the #1 state for business in 2022 and 2023 by CNBC and we believe it! The state, and in particular the Wilmington area, is a great place to live and do work. Wilmington, where Vantaca is headquartered, really has something for everyone. Historic Downtown Wilmington runs along the Cape Fear River and offers dozens of shops, restaurants and live entertainment opportunities. If you want to spend some time outdoors, get some sun or go surfing or fishing, you can pick a spot along one of our beautiful beaches. Explore info about where we’re headquartered at