Enterprise Customer Success Manager

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.

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!

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.

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.