Enterprise Customer Success Manager - East Coast

Dovetail is a rapidly growing global company on a mission to improve the quality of every thing. Our AI-native customer intelligence platform helps thousands of teams from Fortune 500 companies to innovative startups to bring together customer insights from across their organization.

We capture every sales call, survey, report, interview, support ticket, renewal call, usability test, and app review, and transform that raw data into actionable insights your product team can leverage. By helping our customers truly understand their users, we empower them to build better products, services, and experiences.

We’re seeking ambitious problem solvers from diverse backgrounds who are valued for their experience, passionate about their craft, and excited about the work we’re undertaking.

We’re looking for an experienced Enterprise Customer Success Manager to join Dovetail and own relationships with our customers. This is a remote role, and will require partnering closely with Sales and Product to drive adoption, retention, and expansion across a portfolio of high-value enterprise customers that are located on the East Coast. You’ll play a pivotal role in shaping how we deliver customer success as Dovetail continues to scale.

Travel: This role includes approximately 10% travel for customer on-sites, and will require travel to San Francisco for onboarding.

What You’ll Do

• Manage Enterprise customer relationships. You'll manage relationships with our highest-value customers. You’ll work with the team to contribute to the overall growth of our premium business, and pioneer new practices to improve customer success programming as we mature our product-led growth strategy.
• Become a Dovetail expert. You'll develop an intimate knowledge of how Dovetail works and what Dovetail is capable of. You will stay up to date with new features and work with customers to educate them on changes in the product.
• Onboard new customers. You'll partner with sales to ensure our new customers are successfully onboarded and getting value from Dovetail in their first few months.
• Drive renewals and retention. Through your customer relationships you'll be responsible for ensuring that customers renew and increase the value they get from Dovetail over time.
• Track core customer metrics. You'll monitor and track core customer health metrics across your accounts such as utilization, feature usage and NPS to ensure healthy engagement and adoption.
• Mature success processes. You'll develop, test, and iterate on playbooks and engagement strategies with your counterparts in customer success, and sales, to ensure activation and adoption of Dovetail within your accounts.

What You’ll Bring

• Customer Success or Account Management experience. Extensive experience working in a customer success, account management, or a strategic consulting role. It's a bonus if you have experience in B2B SaaS, or in an industry/market adjacent to Dovetail, such as research or design.
• Proven track-record delivering impact. A proven commercial track record across retention, churn reduction, and expansion.
• A passion for customers. You love talking to and helping customers all day, every day. You're empathetic and seek to understand where customers are coming from.
• A great communicator. Excellent, concise communication so you can effectively communicate with customers and teammates.
• Problem solving comes naturally to you. You’ll have the ability to switch contexts rapidly and quickly react to things throughout your day to solve problems for customers.
• Ambitious and keen to learn. You are driven, eager and curious. You are always looking to learn, improve your skills, and grow alongside an exciting startup as we scale our customer operations.
• A great attitude. The right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup.

The On-Target Earnings (OTE) range for this full-time position is $150,000-$180,000 (85/15). Compensation includes base salary, incentive compensation, equity and benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. At Dovetail, we’re passionate about building and fostering an environment where every team member feels supported and valued. We celebrate individualism, welcoming everyone to show up as their authentic selves every day. It’s no secret that diversity builds the best teams, large or small, so we highly encourage applications from people who identify as part of an under-represented group.

Benefits

• Equity for everyone. Along with a competitive base salary, we offer options to keep us focused on driving long-term impact.
• An environment designed for doing your best work, wherever you are. Our Sydney office is designed to maximise in-person first collaboration, while our US team is supported with a flexible remote set up.
• Join our community. Find your people in a Doveclub, bond with your team on the regular, celebrate small wins, big milestones and cultural events with the whole company.
• Learn & Thrive. Quench your thirst for knowledge with our generous L&D allowance or get support to Thrive, not just survive, using our wellness budget.
• Ample PTO. Time off for the hard work you put in. 4 weeks accrued leave, floating public holidays and additional Kit Kat days throughout the year.
• Work from anywhere. Up to 4 weeks per year to do your job anywhere in the world.
• Generous parental leave. We offer up to 20 weeks of paid parental leave to support new parents.
• 4 weeks at 4 years. 4 years is a long time in tech, and we value loyalty. Take a well-earned break of 4 weeks off on Dovetail.
• Stellar benefits for those located in the US. Comprehensive health, dental, vision, 401(K) and more offered through Sequoia.

Compensation Range: $150K - $185K