US Remote Enterprise Customer Success Manager - West 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 West 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.

• Manage Enterprise customer relationships. You’ll manage relationships with our highest‑value customers. You’ll work with the team to contribute to the overall growthmatches 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.

• Customer Success or Account Management experience. Extensive experience working in a customer success, account management, or a strategic जम्मा 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 Turkey learn to reach to new Contest, manipulate words and less trivia.

• 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.…