Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location.
From manufacturing sites and data centers to life sciences labs, healthcare facilities, and corporate headquarters, Envoy unifies visitor management, risk assessment, mailroom management, digital signage software, resource booking, and emergency management into one integrated platform.
With deep integrations across access control, identity, compliance screening, and collaboration toolsâincluding LenelS2, Brivo, Genetec, Honeywell, Cisco Meraki, Okta, Microsoft Azure, Microsoft Teams, Slack, ServiceNow, DocuSign, Avigilon Alta, and Descartes Visual ComplianceâEnvoy helps organizations reduce risk, stay audit-ready, and operate with clarity at scale.
Learn more at envoy.com
At Envoy, we believe in delivering exceptional customer experiences, and as a Mid-Market Customer Success Manager, you will play a pivotal role in ensuring our valued customers achieve their desired outcomes. Your unwavering customer focus and passion for excellence will drive you to build strong relationships, understand customer needs, and proactively identify opportunities for growth and success across the customer lifecycle. At Envoy we take a highly team-centered approach with our customers, and as a Mid-Market CSM, youâll collaborate closely with your fellow CSMs, as well as cross-functional teams including Sales, Support, SEs, and Product.
This on-site position requires working four days a week (Monday-Thursday) in our Austin office.
Efficiently manage your accounts (~70) across the customer lifecycle, from implementation to adoption to renewal (renewal transactions are led by your colleagues on the Renewal Manager team)
Ensure a success plan and metrics are in place with each customer to help them achieve business value with Envoy
Identify customers with low usage or high risk, and help drive higher adoption, account health, and retention
Leverage tools and technology to deliver value to multiple accounts at once through email campaigns, training/webinars, new collateral, and office hours
Identify expansion opportunities within your account base, and work with AEs and RMs to win these opportunities
Be the Voice of the Customer by helping drive escalations to resolution as well as by gathering and managing product feedback requests
Ensure you maintain updated account records and accurate retention forecasts
3+ years of experience in a customer-facing role such as Customer Success, Account Management, or Customer Experience in B2B SaaS companies
Expertise in post-sales customer lifecycle management with 50-100 accounts
Excellent prioritization skills that allow you to execute high-touch and tech-touch strategies simultaneously
Terrific presentation skills
Ability to leverage data to help achieve your customersâ goals as well as your own internal goals
Passionate about helping customers achieve stellar results
An exceptional writer and spoken communicator
Highly organized & autonomous
Comfortable and energized operating in a fast-moving organization
Entrepreneurial and self-motivated
Consultative with demonstrable experience
Enthusiastic about learning and growing at Envoy
Intellectually curious and ambitious
A high degree of trust in your ideas and execution
An opportunity to partner and collaborate with other talented people
An inclusive community where you feel welcomed and cared for as a person
The ability to make an immediate impact, helping customers create a great workplace experience
Support for your personal and professional growth
By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linkedhere. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.
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