Enterprise Customer Success Manager
3 weeks ago
This role will report into our Senior Manager of Enterprise Customer Success.
What you'll do:
- Manage a book of 75-100 of our largest, most strategic Enterprise accounts.
- Own the renewal process for your accounts, navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention.
- Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews.
- Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities.
- Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers.
- Proactively drive customer adoption and mitigate retention risk.
- Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support.
- Meet key performance indicators around revenue retention, account expansion, renewals, lead generation, and customer satisfaction.
- Be the voice of the customer internally to resolve customer challenges.
- Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building.
- Participate in all enrichment and enablement activities as assigned.
- Participate in special projects and additional responsibilities as needed.
- 8+ years experience working in a customer-facing account management, sales or customer success role.A strong understanding of customer success.
- Experience managing a book of 50+ customer accounts.
- Experience directly managing renewals, driving renewal strategy, and handling customer negotiations.
- A customer-centric mindset and the ability to continuously connect customer's business pains to specific product benefits and value propositions.
- Experience creating and upleveling strategic relationships with key stakeholders.
- Ability to prioritize a large but strategic book.
- Excellent critical-thinking skills.
- High commercial acumen and strong discovery skills.
- Resiliency, adaptability, and experience thriving in a fast-paced environment.
- Ability to work independently with a high sense of self-accountability and as part of a collaborative team.
- Excellent verbal, written communication and presentation skills.
- 2+ years experience in SaaS.
- 2+ years experience using Salesforce.
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