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Enterprise Customer Success Manager

2 months ago

New York, United States Ambassador Resources Full time
Enterprise Customer Success Manager
150K
Hybrid role (3 days a week onsite)
NY City

About the Role:
The Enterprise Customer Success Manager is crucial in linking business needs with our tech platform. You'll collaborate with Account Executives, Product, and Engineering teams to ensure post-sale success, managing enterprise customers to guarantee satisfaction and value.

As the ideal candidate, you'll grasp customer requirements, handle multiple stakeholders, and serve as a trusted technical and business advisor. You'll work closely with developers and data engineers with enterprise customers, understanding their needs and demonstrating how our platform can meet their business objectives.

Responsibilities:
  • Collaborate closely with our sales team and clients to ensure successful technical and business engagements, precise identification of requirements, and fulfillment of success criteria.
  • Own the overall relationship with assigned clients, managing onboarding, implementation, and training, driving increased adoption, and ensuring renewals, expansion, and high levels of customer satisfaction.
  • Provided technical guidance throughout post-sale processes, addressed complex support inquiries, and fostered strong, collaborative relationships as a trusted advisor.
  • Work in synergy with Product and Engineering teams to promptly resolve customer issues, leveraging feedback for product enhancement.
  • Cultivate a deep understanding of web scraping and web data domains, becoming an expert in utilizing our technology to help customers achieve their business goals.
  • Proactively identify risks and opportunities, develop and execute mitigation and achievement plans for successful outcomes.


Requirements:
  • Minimum 8 years of customer-facing experience with technical SaaS products, ideally serving engineers.
  • At least 4 years of experience in enterprise customer-facing roles within startups.
  • In-depth knowledge of web technologies, including HTML and CSS.
  • Exceptional problem-solving and analytical skills.
  • Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
  • Proven ability to build rapport and trust with customer executives (VPs and CxOs).
  • Demonstrated track record in managing and nurturing relationships with enterprise clients, with a focus on increasing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
  • Strong project management skills.
  • Passion for learning new technologies and becoming an expert in your domain.
  • Some experience with programming languages such as Python, Java, or Node.js is a plus.
  • A Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field is a plus.
  • Proficiency in working with APIs and troubleshooting logs is a plus.


If interested please send resume to Kevin.Shuster@ambassadorresources.com