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About the Role
Merge is seeking a customer-facing professional to manage the post-sales journey for enterprise customers, ensuring satisfaction, adoption, and contract renewals. This role involves working directly with technical stakeholders to resolve issues and acting as a customer advocate within Merge.
Responsibilities
- Work directly with technical stakeholders at our customers to escalate and resolve issues and challenges swiftly and effectively.
- Manage our customers' post-sales journey from onboarding to renewal.
- Collaborate with sales and technical services to ensure customers are adopting Merge and that we are properly supporting their use cases.
- Manage up to 30 enterprise customers.
- Ensure customer satisfaction as a whole.
- Enhance customer experience working with Merge.
- Support customer contract renewals.
Requirements
- A minimum of 6+ years of experience working in a Customer Success or Account Management function with highly technical software products and technical stakeholders.
- Experience working with enterprise SaaS customers (customers with 800+ employees) as well as executive level customer stakeholders.
- A background and passion for advocating on behalf of your customers.
- The ability to act with a high level of autonomy and take full ownership of your customer portfolio.
- Make key decisions to drive effective customer outcomes, including when to involve the executive team or c-suite in customer escalations.
- Determine how to de-risk or de-escalate customer issues and conflict.
- Advocate to internal teams including sales, professional services, and product.
- An entrepreneurial mindset, required to deviate from established procedure and build new processes or practices.
Skills
- Customer Success
- Account Management
- Technical Software Products
- Enterprise SaaS
- Customer Advocacy
- Autonomy
- Decision Making
- Conflict Resolution
- Internal Advocacy
- Entrepreneurial Mindset
Location
- Remote
Work Type
- Full-time
Experience Level
- 6+ years of experience
Salary/Compensations
- $175,000-210,000 OTE
Benefits
- Equity compensation package
About the Company
- Merge is the leading provider of agentic tools and customer-facing integrations for frontier LLMs, Fortune 500 organizations, and B2B SaaS companies.
- Our platform offers two core products: Merge for Product, and Merge for Workforce.
- Merge for Product enables teams to ship AI features and integrations at massive scale.
- Merge for Workforce helps engineering teams govern AI access at the company level.
- Merge's enterprise-grade platform handles the entire integration lifecycle, from authentication and security to monitoring and maintenance.
- Thousands of companies trust Merge to accelerate product development, unblock sales, reduce customer churn, and save engineering resources—allowing them to focus on their core product.