Enterprise Client Success Manager

2 weeks ago

Portland, Oregon, United States SalesFirst Recruiting Full time
About SalesFirst Recruiting

SalesFirst Recruiting is a leader in talent acquisition, specializing in connecting businesses with top-tier professionals. Our innovative approach focuses on enhancing the recruitment process, ensuring that organizations find the right talent to drive their success. We pride ourselves on our ability to adapt to the evolving needs of our clients, providing tailored solutions that meet their unique challenges.

About the Role

REMOTE OPPORTUNITY

The Enterprise Client Success Manager (CSM) plays a pivotal role in our organization, managing relationships with our most valued clients to foster trust, demonstrate value, and ensure that our services support their growth objectives. This position is essential for retaining and expanding our portfolio of high-profile clients.

As the primary liaison for our clients, the Enterprise CSM must adeptly navigate complex organizational structures to deliver exceptional ongoing support. This role involves understanding the clients' business goals and challenges, facilitating discussions that promote service adoption and optimization, and advocating for the clients' needs across various teams.

Key Responsibilities
  • Gain a comprehensive understanding of the needs and challenges faced by all accounts within your assigned portfolio.
  • Establish a trusted advisor relationship with client stakeholders to ensure they are maximizing the value of our solutions.
  • Develop and share success stories that highlight best practices, enabling clients to achieve their business objectives.
  • Build multi-level relationships within client organizations, engaging with contacts from end-users to executives to uncover challenges and opportunities.
  • Act as the voice of the client, gathering feedback to drive continuous improvement in our services.
  • Collaborate cross-functionally to advocate for client needs and ensure satisfaction.
  • Conduct regular business reviews focused on value delivery and strategic goal achievement.
  • Monitor client health metrics and take proactive measures to address any concerns.
  • Maintain detailed documentation of client interactions and account activities.
  • Identify potential risks of churn and work collaboratively to mitigate them.
  • Explore opportunities for upselling additional features and services.
  • Manage escalated client issues, ensuring effective communication and resolution.
  • Exhibit strong communication skills in all formats, maintaining a professional presence.
  • Set a high standard for client care and mentor other team members.
  • Commit to continuous professional development and contribute to the training of others in the department.
Qualifications

Experience:
  • 5-7 years in customer success management, account management, or similar roles within B2B SaaS environments.
  • 2+ years managing accounts with significant annual recurring revenue.
  • Proven track record of success with enterprise-level clients.
  • Experience in nurturing client relationships and achieving renewal and growth targets.
  • Familiarity with customer analytics platforms is preferred.
Knowledge & Skills:
  • Self-motivated with a history of driving customer success in SaaS and promoting technology adoption.
  • Ability to map accounts effectively to engage high-level stakeholders.
  • Highly organized with strong multitasking and prioritization skills.
  • Passionate about client success and delivering value.
  • Data-driven mindset with a focus on reporting customer engagement and feedback.
  • Excellent presentation and communication skills.
  • Adaptable team player with strong interpersonal abilities.
Additional Information

Compensation for this role ranges from $88,000 to $115,000, depending on experience and location.

Benefits:

Competitive salary and bonus structure

401k plan with company matching

Unlimited professional development opportunities

Generous paid time off policy

Wellness programs to support employee health

SalesFirst Recruiting is dedicated to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences to join our team.

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