Manager, Enterprise Customer Success

Manager, Enterprise Success

Location: Office-Based (Any Bentley Office), Home-Based, or Hybrid

Position Summary:

The Manager, Enterprise Success will lead, coach, manage, mentor and grow a team of Enterprise Success Managers that are assigned to Bentley's strategic, enterprise accounts.  The Manager will guide the team in best practices of success management for growing consumption and ARR, improving our accounts' experiences and developing strategic alignment between Bentley and our enterprise accounts.  Reporting directly to the Senior Director, Enterprise Success, they will be responsible for ensuring their team is effective in executing the strategies outlined in Bentley's discovery process, success management practices, and engagement models to drive consistent, value-added growth to enterprise accounts.  They will proactively develop trusting and productive relationships with cross-functional peers and leaders in Bentley, while also identifying projects to help improve the team skills and productivity.  The Manager may also be accountable for directly looking after a small number of accounts temporarily during transitions or for longer periods.

Your Day-to-Day:

• Lead, coach, and mentor a team of Enterprise Success Manager on best practices of Success Management, account planning, discovery, business reviews, and other enterprise account engagements.
• Create structures, processes, and systems to ensure their team’s efforts are consistent, repeatable, reliable and measurable.
• Analyze account and user metrics to guide Enterprise Success Managers on where to focus their efforts for greatest impact.
• Establish trusted advisor relationships with key enterprise account stakeholders as needed, ensuring activities are closely aligned with the account’s desired business outcomes.
• Monitor account and industry trends to identify risks in revenue and application usage, and work proactively with teams to mitigate these risks.
• Partner with cross functional business unit leaders within the Bentley organization (Sales, Account Management, Solutions Engineering, Services, Product, Marketing, Support, and others) on planning and execution of growth strategies.
• Advise Account Teams on escalations within accounts, helping guide them through challenging situations.
• Demonstrate business value positioning, acting as an evangelist and exhibiting knowledge of the infrastructure industry.
• Interview and hire Enterprise Success Managers and ensure their onboarding and education is smooth and seamless through direct mentoring, coaching and training with best practices and methods.
• This is a people management role with 8-12 direct reports.
• This is a full-time role, expected to work 40 hours per week.
• This role requires communication with Managers, peers and other colleagues of the company in person, and/or by utilizing Microsoft Teams chat, calling and meeting functions.
• This role requires travel up to 25% - 50% for both internal meetings and account visits.
• MUST INCLUDE FOR US: Requires sitting or standing at will while performing work on a computer (or any other physical requirements).

What You Bring to The Team:

• Bachelor’s degree in Business, Computer Science, Engineering or related field, or comparable education and/or work experience.  MS/MBA preferred.
• 10+ years of increasing responsibility in enterprise-level Customer Success, Account Management, or strategic consulting organizations.  SaaS experience preferred.
• 5+ years in a leadership/management role, with the ability to coach, motivate, and inspire others, and significant prior experience defining and implementing best practices for user-facing teams.
• An understanding of the infrastructure industry – engineering, construction, and/or asset management – and the role of technology in the industry.
• Deep understanding of value drivers and recurring revenue business models.
• Strategic thinking combined with demonstrated ability to execute and drive results in ambiguous environments.
• Excellent communication skills including writing, proofreading, speaking, presenting, and networking with C-suite stakeholders.
• Consummate team player with year of cultivating strong partnerships with sales, solution engineering, product, support, etc.
• Strong interpersonal skills, including patience, flexibility, consideration, diplomacy, tact, confidence, and others – overall effectiveness in dealing with professionals.

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

Who We Are:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications