• Ensure that new customers are onboarded successfully via an initial best practices engagement and platform walkthroughs • Become an Egnyte product expert, understanding and showcasing how our product offerings work to drive positive business outcome for our clients • Monitor customer account performance metrics and remedy any open issues to ensure timely resolution and a great customer experience • Work closely with account managers to organize and execute deployment and adoption strategies based on client goals and KPIs • Provide post-upsell resources to customers regarding additional features and functionality to ensure immediate time-to-value • Create and execute data-driven, dynamic working documents and deliver process documentation • Forecast both risk and opportunity throughout the customer lifecycle • Facilitate and ensure effective communication on all account inquiries between the customer and all appropriate company resources • Maintain awareness of all service matters including technical implementations and activities • Work with various account teams to achieve success with at-risk customer renewals • Relay customer feedback regarding product functionality and support to internal stakeholders • Ensure that Egnyte’s best practices and methodologies are met on a consistent basis • Will report directly to the Sr. Manager of Customer Engagement.

• Conduct high-volume outbound calls to new business prospects including physicians, Medspa, and aesthetic practices • Re-engage existing system owners to identify expansion, upgrade, or replacement through open house staffing opportunities • Introduce the company’s aesthetic technology portfolio at a high level and assess interest and timing • Navigate gatekeepers and engage decision-makers professionally and confidently • Qualify leads based on established criteria (practice type, decision-maker access, timing, budget, and intent) • Accurately document call outcomes and opportunity details in Salesforce or designated CRM • Submit qualified leads to the assigned Aesthetic Consultant or Executive Aesthetic Consultant with complete and actionable notes • Ensure timely and clean handoff to maximize conversion rates and rep productivity • Maintain consistent outbound activity levels aligned with performance expectations • Track follow-up cadence and engagement history to ensure no opportunity is missed • Collaborate with sales leadership to refine messaging, targeting, and qualification standards

• Serve as the primary point of contact for assigned client accounts, managing relationships in both English and French. • Lead onboarding and training sessions for new clients, ensuring they are fully equipped to use the Parent™ system effectively. • Drive customer success and satisfaction by proactively engaging with clients to ensure their goals are met. • Monitor account health, usage, and engagement to identify opportunities for improvement and growth. • Provide chat support to assist clients with quick inquiries and ensure timely resolutions. • Address client inquiries and coordinate with internal teams (technical, product, and support) to resolve any issues promptly. • Maintain accurate and up-to-date account information in the CRM. • Partner with cross-functional teams to share feedback, resolve client issues, test and open support tickets, and follow up with the development team to ensure timely resolution and an enhanced client experience. • Support renewal and retention efforts by maintaining strong, trust-based relationships with clients.

Role Description Join our Customer Experience team as a Customer Success Manager, where you’ll play a critical role in driving adoption, retention, and customer satisfaction. This is not a role for someone looking to sit back — we want a customer champion who thrives on solving complex challenges, mentoring teammates, and delivering measurable results. Your Primary Focus: - You will own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management. - You’ll act as a trusted advisor to customers, while also serving as an escalation point for tough challenges that require steady hands and sharp problem-solving. - This is more than account management — it’s about building partnerships that grow with your customers. - You’ll collaborate with Sales and Renewals to expand accounts, surface new opportunities, and ensure customers see maximum value from Monograph. - You’ll also mentor junior CSMs, strengthening our team’s expertise and scaling best practices across the organization. Key Responsibilities: - Customer Success Strategy & Adoption: - Develop and execute success strategies that drive product adoption and usage. - Lead advanced trainings, workshops, and webinars to deepen customer expertise. - Monitor health metrics to identify risks and take proactive action. - Customer Advocacy & Relationships: - Serve as a strategic advisor to customer stakeholders. - Build strong, trust-based relationships with decision-makers and champions. - Channel customer feedback to Product and Development to drive improvements. - Revenue Expansion & Retention: - Partner with Sales and Renewals on upsell, expansion, and retention plays. - Help customers adopt advanced features such as invoicing and e-payments. - Identify and pursue expansion opportunities aligned to customer goals. - Operational Excellence & Leadership: - Track and report on key customer metrics with precision. - Mentor and support CSM teammates with guidance and best practices. - Contribute to process improvements that scale team efficiency. Qualifications - 5–8 years of experience in Customer Success, Account Management, or related SaaS roles. - Prior experience in the AEC (Architecture, Engineering, Construction) industry or working closely with architecture/engineering firms strongly preferred. - Proven ability to analyze customer behavior and drive adoption strategies. - Excellent communication skills with the ability to influence stakeholders. - Proficiency with CRM tools and customer data reporting. - Experience in training, onboarding, or consulting in a SaaS environment. Requirements - Salary Range: $70,000 - $80,000 along with an annual bonus incentive, depending on experience and performance. - We encourage individuals from underrepresented backgrounds, including women and minorities, to apply for this position. - We believe in creating a diverse and inclusive workplace and welcome candidates who may not meet every listed requirement but are eager to contribute and grow within our team. - Even if you don't meet every requirement, we still encourage you to apply. Benefits - 🎭 Innovative engineering and product culture. - 💰 Early-stage well-funded company. - ❤️ Inclusion and diversity as a company priority. - For US-based, full-time employees: - 🌡 100% premium coverage on our healthcare plans for employees and their families. - 🦷 Dental & vision coverage for employees and families. - 🖥 New laptop & equipment. - 🏋🏻‍♀️ Wellness Stipend.