ControlUp

Enterprise Customer Success Manager (US)

USA · Senior

Sponsorship not specifiedDetected 966 days ago

Project ManagementConfluenceSalesforceHRISCustomer SuccessCommunicationTime ManagementOrganizational Skills

About the role

You will also be responsible for proactively identifying risk in your accounts - whether related to adoption, engagement, satisfaction, or environment health - and for taking ownership of escalating and driving resolution before those risks become problems.
You are, at your core, a trusted advisor and outcome owner - not a salesperson.
You're a strong leader and project manager, comfortable guiding senior IT professionals, executive stakeholders, and business unit leaders through our customer lifecycle methodology and value pyramid conversations.

What you own is the customer's success: their adoption, their results, and their confidence that ControlUp is delivering on its promise.
You will serve as the primary quarterback for your portfolio, with access to any resource or subject matter expert you need from Support, R&D, Marketing, and Management to drive that success.
You will not be responsible for single-handedly executing technical implementation, but you will own it as a project manager - coordinating resources, keeping things on track, and ensuring successful outcomes.
Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor.
Who we're looking for We're looking for a strong communicator and natural leader who takes initiative, collaborates well, and is always looking to grow.
The best CSMs here are motivated by the genuine success of the customers they serve, and energized by helping senior IT leaders and executive stakeholders see and articulate the value ControlUp delivers.
If that's what drives you, you'll thrive here.
You will not be responsible for troubleshooting issues, but knowing when and how to point a customer in the right direction (a relevant KBA, the right support contact) will quickly set you apart.
Manage the full lifecycle of a portfolio of enterprise customers.
When risk surfaces, you don't hand it off; you lead the response, coordinate the right internal resources, and stay accountable until it is resolved.

Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI.
Excellent written and verbal English communication skills; proficiency in other languages (especially Portuguese ) is a plus.

Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Clari, Confluence, and/or EverAfter is a huge plus.
Working knowledge of VDI - Citrix \ VMware virtualization solutions.
Previous experience in SaaS and/or IT space.
Experience with the MEDDICC/MEDDPICC framework.
Preferred Experience in one or more of the following roles
Excellent written and verbal English communication skills
proficiency in other languages (especially Portuguese ) is a plus.

With ControlUp, IT works smarter, employees stay productive, and the workday runs itself.
One platform.
One powerful shift in how work flows.
No tool sprawl.
No wasted time.
No interruptions.
Just technology that runs smoothly, so people can get on with work that matters.

You will not be responsible for structured product training, though you will be expected to know the product deeply - every component of the ControlUp suite - and fluently guide customers on how different capabilities can serve their goals.
Experience in an EUC or similar software company
Positive attitude and very customer-centric; always willing to put the customers' needs first.

This listing is sourced directly from ControlUp's careers page and normalized into a canonical job model.