Enterprise Customer Success Manager

As the leader in mentoring software, Chronus is a fast-growing SaaS business that serves the who’s who of industry leaders around the world today, including large and medium enterprises, leading colleges and universities, and professional associations. Blue-chip organizations take advantage of our award-winning software to drive compelling mentoring, coaching, and onboarding programs that propel employee engagement to develop their people faster and better.

The Chronus team is a dynamic and innovative group focused on creating value for our clients while fostering a culture and experience where all of our employees may thrive.

Our Mission

To create equal access for all and spur innovation through the power of technology and human connection.

Our Vision

To establish a more equitable, innovative, and empathetic world where human interactions are driven by mutual respect, shared values, and a strong sense of belonging.

Job Summary

Chronus, the leader in the SaaS Mentoring Software market, is looking for a proven Enterprise CSM to manage a set of key accounts and drive the success of customers’ mentoring programs. This role will own Customer Success through product adoption, successful value realization, and predictable renewal rates for their book-of-business. The ideal candidate has the finely-honed communication skills to become a trusted advisor to executives and HR specialists alike, the business acumen to influence change in their customers’ organizations, as well as technical acumen to tie platform features to value. This is a career-defining opportunity to join us at a critical moment and have a significant impact.

Responsibilities:

• Create value by identifying the key factors for mentoring program success and optimizing the results of the mentoring programs
• Take a proactive and consultative approach to help customers achieve their program goals and navigate internal barriers to adoption
• Build and leverage strong customer relationships, leading to customer retention, revenue growth opportunities, and enthusiasm to evangelize Chronus
• Stay abreast of L&D and HR industry trends to engage stakeholders as thought partners
• Support and deliver meaningful Strategic Business and Program Reviews with key evangelical data points that drive effective strategy
• Collaborate with the sales and implementation teams to build confidence in prospective buyers and ensure smooth transitions post-launch
• Collaborate on developing resources and best practices that improve program outcomes
• Provide your customers with technical and tactical direction on the Chronus platform and dig into usage to ensure they employ it effectively
• Act as a customer advocate, capturing business needs and outcomes to push Chronus to better serve its customers
• Willing to travel periodically

Skills and Requirements:

• Bachelor's degree in Business or a related field
• 5+ years of relevant Customer Success experience (e.g. Enterprise Customer Success management, enterprise consulting, enterprise program or project management)
• Experience in the SaaS market building deep relationships with customers and stakeholders, with a strong preference for candidates with experience in the HR Enterprise market
• You have a proven ability to exceed customer retention and growth revenue goals
• Hungry to excel and succeed in a fast-paced scrappy start-up environment - you’re comfortable with ambiguity and thrive when given the opportunity to improve an organization’s developing systems and processes; after all, the only constant is change!
• You aren't afraid to roll up your sleeves and get tactical with customers; you have the technical acumen to understand and apply our product to its many use cases
• Effective at working with a diverse, global team and customer base at all levels of the organization
• Team player, able to inspire others to action including peers or management and to build a rapport among those working on customer projects together
• Strong professional written and verbal communication, as well as interpersonal skills. Fluent in English. Bonus if you’re multilingual.!
• Strong general project management, organizational, and time management skills with a track record of delivering on deadlines
• Competence with Microsoft Office programs, tools and/or the G Suite of applications (e.g., Gmail, Google Drive, etc.). Comfortable leveraging CRMs and CSPs, such as Salesforce, Zendesk, and Vitally
• Bonus points if you have experience supporting U.S. Government accounts (IL4)
• Strongly aligned with Chronus’ values

Rewards and Compensation

• High-growth startup culture where you can make a real impact.
• Self-managed, flexible PTO
• Employer paid health benefits plan.
• 401K plan with 4% employer match
• Employee stock option plan
• 78k to 90kannual base salary plus annual bonus based on company and individual performance.