Job Overview
FiscalNote seeks an engaging, proactive Enterprise Client Success Manager (CSM). This pivotal Enterprise CSM Remote US role invites you to partner with clients, acting as their trusted consultant and guiding them to maximize the value of our SaaS products throughout their entire lifecycle. Ultimately, your primary objective: ensure clients effectively leverage our tools to achieve their business goals, driving product adoption, usage, renewals, and contract expansions.
First and foremost, the ideal candidate brings a personable, analytical, and conscientious approach, adeptly utilizing industry knowledge and user empathy. Furthermore, you will set up, implement, and support customized software projects, all while cultivating strong, personal client relationships. Crucially, this role demands a passion for helping clients make the most effective and efficient use of SaaS products daily. Indeed, as a “product evangelist,” you’ll continuously encourage and drive product adoption and usage to streamline our customers’ workflows.
Additionally, you’ll collaborate closely with the Account Management team to address specific client needs, identify potential service gaps, and deliver impactful on-site and virtual product training sessions. Concurrently, operating in a dynamic, fast-paced environment, our Enterprise CSMs expertly manage and coordinate onboarding and implementation processes for a diverse portfolio of clients, including major trade associations, global corporations, and strategic accounts.
Our Enterprise Team: Supporting the Enterprise CSM Remote US
The FiscalNote Enterprise team provides a holistic, supportive client experience. Specifically, from seamless onboarding and promoting best practices to comprehensive technical support and fostering strategic engagements, our team consistently prioritizes client needs. In essence, we are a dynamic, hardworking, driven group of problem-solvers who thrive in an open team structure, fostering continuous learning opportunities and significant room for professional growth. This supportive environment ensures every Enterprise CSM Remote US thrives.
Remote USA Client success manager
Who You Are: The Ideal Enterprise CSM Remote US
You are a self-motivated, active listener with an unwavering commitment to client success. Furthermore, your intellectual curiosity and meticulous attention to detail fuel your desire to understand every facet of a topic, product, process, and client use-case you encounter. Moreover, as a proven presenter, you are confident, articulate, and capable of communicating effectively across all organizational levels. Significantly, you think quickly on your feet, making spontaneous adjustments to presentations to ensure your audience’s educational needs are fully met. Finally, you excel in a fast-paced, technology-driven environment, independently navigating a broad spectrum of client needs while also readily contributing to support clients and the team whenever necessary.
What You’ll Do: Responsibilities for an Enterprise CSM Remote US
- Deliver compelling on-site and remote training for FiscalNote’s complete product suite.
- Identify and understand client training needs, integrating these with industry best practices to develop interactive, highly effective training and onboarding programs.
- Design and build custom instances of our products and services, tailoring them to specific client needs and workflows. Often, this involves translating disparate client documentation into precise product configuration elements.
- Become an embedded consultant and trusted advisor to your clients. Specifically, you will actively learn and address their needs in ways that directly contribute to increased product adoption and up-sell revenue.
- Proactively engage with users to mitigate risk, drive product adoption, and increase overall usage.
- Analyze clients’ current product usage patterns and recommend best practices to enhance user efficiency and effectiveness.
- Identify and qualify potential sales leads and opportunities; then, collaborate with Account Managers to expand existing opportunities within their customer base.
- Cultivate and maintain strong relationships with influential site contacts at assigned client organizations to ensure consistent customer satisfaction.
- Create and continuously update training resources and implementation/onboarding documentation (e.g., help guides, tutorial videos) for both external consumption and, most notably, for your clients.
- Provide first-line support to address technical client needs, assisting the Support team as required.
What Sets You Apart: Traits of a Successful Enterprise CSM Remote US
- 3-5 years of experience in a client-facing role.
- You consistently multitask effectively while maintaining impeccable attention to detail.
- Superior presentation skills.
- You have proven experience conducting impactful consultative conversations.
- You have experience educating customers on exciting new SaaS features and industry best practices.
- Strong written and verbal communication skills.
- You consistently coordinate and manage multiple projects involving a diverse range of internal and external stakeholders.
- You work independently yet thrive in a collaborative team environment.
- Knowledge of the global legislative and policy landscape (preferred).
- Understanding of the internal workings of large organizations, how different teams collaborate, and how to effectively operate as a CSM within this framework (preferred).
Don’t meet every single qualification? We still encourage you to apply! At FiscalNote, a human reviews your application and evaluates it based on key competencies. Furthermore, our Recruiting team considers all open roles, so your application may be assessed for other suitable opportunities. For questions, contact recruiting.team@fiscalnote.com.
FiscalNote commits to an accessible and inclusive hiring process. Therefore, if you require reasonable accommodation due to a medical condition or disability, please email recruiting.team@fiscalnote.com.
About FiscalNote
FiscalNote (NYSE: NOTE) leads in policy and global intelligence. Specifically, we uniquely combine data, technology, and insights to empower customers with critical information and the tools to translate it into actionable strategies. Our portfolio includes industry-leading brands such as CQ, FrontierView, Oxford Analytica, and VoterVoice, all dedicated to helping organizations navigate political and business risk.
Our Values: Lead with Values
- Know your Audience
- Find the Truth
- Drive Alignment
- Level Up
- Own the Job
- Bias for Action
- Support the Family
Due to COVID-19, FiscalNote continues virtual hiring and onboarding. Consequently, new and current team members will temporarily work remotely (unless otherwise communicated).
Company Benefits
FiscalNote supports our team members’ well-being and work-life balance by offering flexible arrangements and comprehensive benefits. To illustrate, we provide competitive salaries, retirement accounts, and equity packages, ensuring all FiscalNoters share in our success. Moreover, our benefits packages align with regional requirements and expectations, regardless of your global location. Learn more at https://careers.fiscalnote.com/benefits/.
FiscalNote is an Equal Employment Opportunity (EEO) employer. Therefore, we value diversity and commit to creating an inclusive environment for all employees. Accordingly, we welcome applicants regardless of ethnic origin, national origin, gender, race, religious beliefs, disability, sexual orientation, or age. FiscalNote uses E-Verify to confirm employment eligibility; learn more at www.DHS.gov/E-Verify.
Apply here:https://unjobs.org/vacancies/1751320790649
Frequently Asked Questions (FAQs)
Q: Is this position truly remote? A: Yes, this is a fully remote position within the United States. To clarify, while our New York office is listed for organizational context, you will work from home.
Q: What kind of clients will I be working with? A: You will manage enterprise-level clients, including, for example, major trade associations, global corporations, and strategic accounts.
Q: What is the primary focus of an Enterprise CSM at FiscalNote? A: Your primary focus is to ensure clients effectively use our products to meet their business objectives, driving product adoption, usage, renewals, and contract expansion. In essence, you act as both an advocate and a consultant.
Q: Do I need to have a background in government or policy? A: Knowledge of the global legislative and policy landscape is preferred, but not strictly required. Nevertheless, we encourage applications from candidates who demonstrate strong client success skills.
Q: What kind of training and onboarding will I receive? A: You will be responsible for creating and delivering training. However, the team fosters constant learning opportunities and growth, and you’ll receive support to help you succeed.
Q: What are the typical career growth opportunities for a CSM? A: FiscalNote is a dynamic environment with room for growth. For instance, CSMs often advance within Client Success or transition into other areas like Account Management, Product, or Operations, depending on their interests and demonstrated abilities.
Q: How does FiscalNote support work-life balance? A: FiscalNote offers flexibility and comprehensive benefits packages designed to promote well-being and balance for all team members, ultimately ensuring you can bring your authentic self to work.
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