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Senior Client Engagement Manager

2 months ago

Bessemer, Alabama, United States Netlify Enterprise Full time

About the Team:
At Netlify Enterprise, we are dedicated to revolutionizing the web.

Our Customer Success Managers play a pivotal role in nurturing the business relationship (overall health, retention, and technical success) for some of the most esteemed brands globally.

They collaborate closely with essential customer and partner stakeholders (often web development teams) and the wider Netlify organization - including sales, solutions engineering, product management, and support to create significant impact and value.

As a Senior Customer Success Manager, your mission will be to enhance customer engagement while safeguarding our global net retention of clients.

You will provide expert guidance to clients on maximizing Netlify's capabilities to achieve their business and technical goals - serving as the primary contact for the post-sales phase of the customer journey.


What You'll Do:
Act as the main business-related contact for clients within Netlify for any contractual and project-related inquiries

Own the success and engagement strategies to cultivate long-term customer value

Establish productive relationships with key stakeholders within our client base

Drive engagement and feature adoption across all accounts in your territory

Consistently meet renewal objectives

Utilize your expertise to proactively reach out to clients with account-related or role-relevant information

Elevate customer feature requests to Product Managers

Conduct customer-facing quarterly business reviews, embodying the role of a strategic advisor

Prepare and coordinate high-quality renewal reviews for your portfolio

Collaborate with support, solutions engineering, and product teams to drive valuable engagements with clients

Identify growth opportunities within the account base

Lead webinars and/or group training sessions on product roadmap and feature releases

Travel to conduct in-person customer training and business reviews, as necessary

What You'll Bring:
Proven experience in successfully managing and communicating with a diverse range of accounts

Ability to identify growth and development opportunities within accounts

Demonstrated ability to cultivate professional relationships with key customer stakeholders

Several years of experience in Customer Success or related roles focused on renewals and account management

Proactivity, organizational skills, and quick response times are essential

Strong ability to analyze data points in relation to customer usage and growth on the Netlify Platform

Some familiarity with the composable architecture (MACH) approach and relevant SaaS services

Ability to multitask and manage multiple customer engagements simultaneously

Experience with Salesforce, Vitally, Sigma, and Google Workspace

A customer-service focus and growth mindset

Strong sense of creativity and ownership to develop processes and drive results

Applying
Not sure you meet 100% of our qualifications? Please apply anyway

When applying please include:
A resume or brief overview of your job history & skills (link to a LinkedIn profile would be acceptable).


We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to help us get to know you better, though this is not required and will not affect your application.

Netlify is an Equal Opportunity Employer. We are committed to building a team of individuals with diverse backgrounds and lifestyles. Promoting equality empowers our team, fosters innovation, and helps us maintain a more inclusive environment.

About Netlify

At Netlify, we are on a mission to enhance the web by simplifying the process of building, deploying, and scaling web applications.

By integrating a comprehensive ecosystem of web development tools, content sources, services, and APIs into one streamlined workflow, Netlify enables leading brands to launch campaigns more swiftly, mitigate risks, and enhance productivity and revenue.

As a leader in the composable web movement, with over 4 million web developers and businesses utilizing the platform, Netlify empowers you to connect everything and build anything.