Customer Success Manager, Enable
$140-200k
OTE
+ Bonus & Equity
Software for rebate management
Job no longer available
Software for rebate management
501-1000 employees
Job no longer available
$140-200k
OTE
+ Bonus & Equity
501-1000 employees
Company mission
To evolve the way B2B trading partners work together into true collaboration.
Role
Who you are
- Proven Customer Success management background with a minimum of 4 years experience in the SaaS industry working with customers of all sizes
- Track record of high achievement in your current Customer Success role, including positive expansion and retention metrics
- Experience managing a team of individual contributors
- Natural rapport builder and effective communicator with a passion for driving positive changes and providing first class service delivery to customers
- A leader who helps to build and foster a strong and supportive team culture
- Great prioritization skills to work through internal projects and act as an escalation point for team and customer concerns
- You’re someone who works well with internal teams, balancing team and customer’s success with company needs and opportunities
- Desire to thrive in a fast-changing hyper-growth environment while leading and growing a high-calibre team
- Experience with expanding your team – screening, interviewing and onboarding new starters
What the job involves
- As a Customer Success Manager, you will work closely with our customers to help them reach their goals and realize maximum value from Enable.
- In this position, you will lead and manage a team of Implementation Analysts.
- You will demonstrate dedication and proactivity to the development of your own Customer Success sub-team.
- You will work with customers of all sizes from SMB and Mid-market segments of the Enable portfolio to large Enterprise and Strategic corporations, successfully onboarding them and completing feature implementation projects.
- You will become the trusted advisor who will empower our customers to decommission their legacy processes and sign-up for additional Enable resources and solutions.
- You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert them
- Build meaningful, long-lasting partnerships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions
- Empower your customers to decommission their legacy processes and become fully confident using Enable as their Rebate source of truth
- Working closely with your sub-team, you will be driving your customers through the Enable Customer Journey, from the early Onboarding stages to being fully adopted. Ensure they are proficiently using and getting the maximum value from Enable
- Continuously learn and upskill yourself to become a rebate industry expert your customers can rely upon for best practices
- Expertly present to customer stakeholders from end users to C-level executives
- Become the product consultant the customers need to maximise their ROI with Enable
- Motivate and lead by example, coaching your Implementation team towards delivering best-in-class service levels
- Provides clear guidance to direct reports on performance improvements and progress development
- Proactively contribute to the Customer Success department achieving their Quarterly Business Goals
- In the first 30 days, you will:
- Take advantage of our comprehensive Enablement onboarding programme to get up to speed with Enable’s product, feature and processes. Also, the rebate industry & supply chain
- Actively engage with the wider Customer Success team so you can get to know your peers and learn from their experience
- Begin to understand Enable’s customer base
- In days 31 to 60, you will:
- Familiarise yourself with recruitment processes, contribute to first and second rounds of Implementation Analyst interviews
- Further your understanding of Enable’s customer base and start to learn about your own portfolio
- Shadow internal and customer calls to supplement the remote onboarding programme with actual, real-world conversations
- Continue to improve your knowledge of Enable’s offerings and the Rebate industry
- In Days 61 to 90 you will:
- Start structuring your 1:1 and management routine with your own Customer Success sub-team
- Taking the lead in Implementation Analyst recruitment
- Get introduced to your portfolio of customers and start working with them with your sub-team
- Start to get hands on with Enable’s internal tools
- After 90 days you will:
- Spearheading your team of product experts, who will deliver: Helpdesk triage and support; Customer training and onboarding; Feedback to our product teams that drive product improvement
- Lead first and second stage interviews of Implementation Analysts
- Identify and own new projects and initiatives to best support our team and our customers
- Work closely with team members and other departments to continually improve our offering, can speak to data trends and improve customer offerings and/or processes accordingly
Otta's take
Sam Franklin
CEO of Otta
Rebates – payments from seller to buyer after the buyer has purchased specified goods – are an essential part of operations in a range of industries, acting as both an incentive to drive sales as well as a way to foster loyalty between trading partners. However, the archaic systems and timely practices surrounding the management of these rebates has the potential to negate the intended benefits. Enable delivers a rebate management platform that drives trusted relationships between B2B trading partners, by simplifying processes and minimising disputes.
Enable was founded in 2016 in response to the supply chain problems caused by the lack of trust, lost agreements, and siloed data surrounding rebates. Its platform automates processes to increase efficiency, allows rebate claims to be made in a timelier manner, manages pricing calculations and, importantly, reduces disputes by keeping accurate audit trails. The company stands out by a focus not only on simplifying rebate processes, but going further to convert rebates into an “engine for growth”.
Enable has raised considerable funding and support, and served many customers, demonstrating the utility of its product. Investment is cited to go towards increasing headcount and accelerating its growth into new global markets.
Insights
Few candidates hear
back within 2 weeks
61% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$120m
SERIES D
Oct 2022
$94m
SERIES C
Total funding: $273.8m
Company benefits
- Hybrid working environment
- Work-life balance
- Free food and drink
- Generous vacation time
- Colleague bonus plan
- Cycle to work scheme
- Parental leave
- Wellness program
- Regular social events
- Equity plan
- Bring your pets to work
- Electric vehicle scheme
Company values
- We do whatever it takes: We give it our all, always.
- We stay curious: We are inquisitive, always learning and continually challenging ourselves and the status quo.
- We care about the details: We focus on details big and small to improve the quality of our work.
- We succeed together: By working collaboratively, we build a strong foundation for our success.
Company HQ
The East Cut, San Francisco, CA
Founders
Andrew Butt
(CEO)Co-Founder and former Managing Director of the eCommerce division of DCS Group. Co-Founder and former Director of Enable Infomatrix.
David Hunt
(COO)Member of CEO Group at Vistage Worldwide. Former Operations Director of the eCommerce division of DCS Group.
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