This is a hybrid position that requires 4 days a week (Monday - Thursday) in our Denver, CO offices.
YOU WILL
Manage a Book of Business: Own a portfolio of hundreds of customers, prioritized based on health, ARR, lifecycle stage, and expansion potential.
Drive Adoption and Retention: Engage customers through a mix of one-to-one, one-to-few, and one-to-many strategies to drive meaningful product adoption, maximize feature utilization, and reduce churn risk.
Unlock Expansion Opportunities: Surface and nurture expansion potential within your accounts. Collaborate with Sales to build a strong pipeline and convert opportunities into revenue growth.
Leverage Data to Prioritize: Monitor customer health, product usage, engagement signals, and renewal timelines to deliver timely, personalized touchpoints and interventions.
Build Repeatable Programs: Partner with Marketing, Product, and Ops to create scaled campaigns that educate and guide customers through their lifecycle.
Deliver Strategic Touchpoints: Host 1:many workshops, office hours, and lifecycle check-ins for all customers. Engage directly with strategic customers when the business case supports 1:1 outreach.
Surface Insights and Feedback: Serve as the voice of the customer by escalating feature requests and product gaps that impact retention at scale.
Partner Cross-Functionally: Serve as a customer advocate to the rest of the organization, work with Sales, Support, Implementation, and Product to align around customer goals and deliver a cohesive experience.
YOU ARE
Entrepreneurial and resourceful with a go-getter mindset
Naturally empathetic and data-driven in your approach
Ahead of industry trends and methodologies, and constantly looking to better your game through new technologies and learnings
Highly organized and able to manage multiple accounts and priorities
Based in or willing to work in our Denver, CO office with a 4-day a week in-office policy
YOU HAVE
3+ years of experience in a customer success or account management role.
Proven ability to manage a large book of business and an analytical mindset. You’re comfortable drawing insights from data to evaluate customer performance, make decisions, and prioritize effectively.
A strong track record of driving customer adoption and identifying upsell opportunities.
Demonstrated ability to quickly learn new concepts and a strong desire to continuously grow into a product expert.
Strong written and verbal communication skills, including experience with 1:many communication at scale.
Proficiency with CRM and communication tools like Salesforce, Outreach, Mixmax, Gainsight, Vitally.
COMPENSATION & INCENTIVES
90/10 Base/Variable Structure: Competitive salary with 90% base pay and 10% performance-based variable compensation
Incentive Focus Areas: Variable compensation is tied to Net Revenue Retention (NRR) and product utilization, rewarding impact on customer growth and engagement
YOU'LL GET
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 linked here https://envoy.com/privacypolicy/. 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.
