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Enterprise Customer Success Manager

2 months ago

Stamford, Connecticut, United States Bizzabo Full time
Job Title: Enterprise Customer Success Manager

At Bizzabo, we're seeking an experienced Enterprise Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for building and maintaining strong relationships with our largest and most strategic customers.

Key Responsibilities:
  • Be the primary point of contact and advocate for our Enterprise customers, proactively owning and managing a book of business of 20-40 accounts.
  • Become an expert on the Bizzabo product and offerings, and have a deep understanding of the corporate event landscape.
  • Develop and maintain strong customer relationships with our largest and most strategic customers, who have multiple types of use cases within your book of business.
  • Onboard new customers in partnership with the Project Management team, acting as the main point of contact, supporting the primary or first event hosted on the Bizzabo platform.
  • Collaborate with customers to build and execute event success plans, educating customers on Bizzabo best practices, driving adoption and growth.
  • Lead customer strategy calls, demos, and services scoping calls to aid in providing an exceptional customer experience for major events within your book of business.
  • Identify critical needs of customers and map appropriate resources cross-functionally, including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more.
  • Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap.
  • Manage the success of accounts by driving incremental value and return on the customer's investment, supporting major event milestones to secure renewal.
  • Partner closely with the Account Management team and other internal stakeholders to provide input into account planning and drive growth within your book of business.
  • Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo.
  • Monitor and report on analytics, metrics, and KPIs for your portfolio.
  • Conduct business reviews, in partnership with the Account Management team, and proactively suggest solutions to common customer concerns.
  • Create long-lasting relationships with your book of business and customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads.
  • Contribute to the team hitting retention, CSAT, and advocacy targets.
Requirements:
  • A minimum of 5 years of experience in Customer Success, Account Management, Project Management, or tech consulting within a SaaS organization, ideally managing customers with a variety of complex use cases.
  • The ability to thrive in a dynamic and fast-paced environment.
  • Excellent written and verbal communication skills, with 20% written and 80% conversational communication in this role.
  • Highly organized and detail-oriented, capable of balancing multiple priorities across a high-volume book of clients.
  • Excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization.
  • The ability to build trust and rapport within the customer success team and overall organization.
  • Great presentation skills and incredible business and technical acumen, being able to strategize, share, and execute on complex technical problems.
  • The ability to articulate the importance and value of Bizzabo to Event and Marketing executives.
  • A proactive interest in increasing customer satisfaction and deepening customer relationships.
  • Consistently meeting and exceeding quarterly goals and team metrics.
  • A customer-centric mindset to prioritize customer needs and manage their expectations.
  • A collaborative spirit and openness to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for customers.
  • Outstanding cross-team coordination, collaboration, and project management skills.
  • Strong organizational skills and the ability to maintain accuracy and meet deadlines in a high-volume, fast-paced environment.
  • A deep care for customers and strong technical and business acumen, with a willingness to go the extra mile and juggle conflicting priorities, both with customers and with internal projects.
  • Fluency in Google Drive products and Apple iOS.