Job Overview

  • Job Title Customer Success Manager, Mid-Market
  • Hiring Organization Tempo Software
  • Company Website
  • Remote Locations Worldwide
  • Job Type Remote, Full-Time

As a Mid-Market Customer Success Manager, you will own both Channel Partner and direct Customer relationships, and are responsible for driving a best-in-class customer journey from on-boarding to renewal for our largest Fortune 500 clients.

An Enterprise Customer Success Manager is an experience-maker for our customers – passionate about consultative relationship management, empowering customers/partners on how to optimize their strategic portfolio of initiatives to drive critical business outcomes using all Tempo group applications across ecosystems.

Job Responsibilities

  • Help drive the development and implementation of our Mid-Market GTM Customer and Channel Partner strategy, e.g. success plans, QBR’s, cross-selling, and renewal forecasting.
  • Create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input.
  • Establish business objectives and goals with Channel Partners and direct Customers in order to build measurable success plans, and set cadence of communication to deliver ROI and operational reviews.
  • Develop new and innovative ways to share relevant data and insights that’s impactful to Customers/Partners and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.
  • Drive greater customer engagement across complex, global accounts by applying data insights, product and industry expertise.
  • Support complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale.
  • Act as a change agent for internal (systems & process) and external (product & workflow) change management.
  • Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.
  • Evaluating the status of customers’ health and proposing holistic, multi-product solutions for different use cases.
  • Maintaining high levels of customer engagement and satisfaction within both product and Tempo communication which lead to account reference-ability, advocacy & loyalty.
  • Be the “voice of customer” and work with product management to translate business needs to product requirements and craft new solutions for customers.
  • Working closely with internal resources on escalation and resolution processes for critical customer issues.
  • Strengthening the customer-centric culture at Tempo.

Job Requirements

  • 7+ years experience in B2B SaaS within Customer Success, Account Management, and/or Management Consulting.
  • Experience overseeing 5M+ ARR book of business including direct responsibility for customer churn, product usage/utilization, renewal, health, and satisfaction.
  • Has managed enterprise requests for proposals (RFP) for 1000+ user accounts including working with direct sales and implementation teams
  • Experience managing both Channel Partner relationships and large global enterprise customers of 50K+ employee’s.
  • Has a consultative mindset that enables you to easily diagnose issues and prescribe solutions.
  • Is a self-motivated, data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption.
  • Has strong interpersonal skills and experience initiating and building strong relationships and trust throughout an organization including with Executive sponsors.
  • Loves teamwork and working as part of a strategic account team to build a world-class, enterprise-level global customer experience together.
  • Regular use of dashboards and reporting to manage performance against KPI goals
  • Has extensive experience with workforce planning and management systems such as Jira, Asana, Monday, and other productivity tools.
  • Has experience with Salesforce, Hubspot, and/or other CRM tools.
  • Prefers working in Agile environments with a good understanding of SaaS models.
  • Able to travel 20% as needed.

Note: As our hiring teams are global, please submit your resume in English only.

Employee Benefits

  • Hybrid or Remote work!
  • If you’re close to one of our 4 Hubs: Boston, Montreal, Reykjavik or Toronto; feel free to use the space and catch up with the local team(s)
  • Unlimited vacation in most of our locations!!
  • Great benefits including health, dental, vision and savings plan.
  • Perks such as training reimbursement, WFH reimbursement, and more.
  • Diverse and dynamic teams with challenging and exciting work.
  • An opportunity to have a real impact on our business.
  • A great range of social activities (both in person and virtual).
  • Optional in person meet-ups and the ability to travel to our international offices
  • Employee referral program
  • And so much more!!

How To Apply

Click “Apply” below to fill in the application form!

More Information

  • Remote Job Location Anywhere
  • Salary Offer to be discussed
  • Experience Level Senior Level
  • Education Level Non Specific
  • Working Hours to be arranged (full time based )
  • Job Application Via Custom Application Page