Lead Client Success Manager

2 weeks ago

San Francisco, California, United States Endeavor Full time
The Opportunity

We are seeking a Principal Customer Success Manager to become an integral part of our Customer Experience team at Endeavor. In this pivotal role, you will serve as a trusted advisor for our most significant clients, guiding them from the initial implementation phase through to renewal.

Your Responsibilities

  • Develop and nurture relationships with senior executive sponsors, establishing yourself as a strategic advisor throughout the lifecycle of our key clients.
  • Enhance our operational delivery mechanisms to better serve our customers.
  • Act as the primary liaison, assisting clients in navigating Endeavor's diverse departments to provide comprehensive product guidance.
  • Facilitate customer solutions by leveraging your understanding of their business and offering best practice recommendations.
  • Deliver proactive communication and manage critical escalations effectively.
  • Align the customer’s strategic roadmap with our product development plans.
  • Advocate for your clients by communicating their essential business needs to our Product and Engineering teams, managing their feature requests.
  • Gain a deep understanding of each client’s industry and Trust management strategies to maximize their use of the Endeavor platform.
  • Conduct quarterly business reviews to strategically engage with your clients and their executive teams, ensuring alignment with their business objectives.
  • Utilize adoption metrics to share best practices, foster value-added activities, proactively identify risks, and uncover growth opportunities.
  • Manage a portfolio of accounts with a focus on achieving a balanced Net ARR outcome, aligning retention and growth with Endeavor's revenue strategy.
  • Present health check data and adoption statistics in meetings to assess customer engagement, identifying opportunities for further training and expansion.
  • Communicate and demonstrate ROI throughout the customer lifecycle, ensuring they derive maximum value from their investment in Endeavor.

About You

  • A skilled communicator, adept at tailoring your messaging to resonate with executive audiences in large organizations.
  • Experienced in demonstrating return-on-investment for complex software solutions.
  • Driven to achieve value-based outcomes for your executive stakeholders.
  • Comfortable holding stakeholders accountable and assertive when necessary.
  • Empathetic towards clients, with the ability to identify their pain points and propose effective solutions.
  • Composed under pressure, capable of managing critical customer escalations.
  • Thrives in a dynamic environment, skilled at prioritizing multiple requests.
  • Able to drive improvements within teams to enhance the customer experience.
  • Willing to travel as needed.
  • Holds a BA/BS in a relevant field.
  • Possesses over 6 years of experience in a client-facing role, particularly within Customer Success for strategic accounts.
  • Demonstrated success and enthusiasm for engaging directly with large clients and executives.
  • Proven track record of successful collaboration across various corporate functions.
  • Experience managing strategic clients, including Fortune 500 companies.
  • Proficient in coordinating and leading strategic meetings with C-level executives.
  • Adept at building relationships with key stakeholders at all organizational levels.
  • Possesses strong entrepreneurial skills to excel in a rapidly evolving landscape.
  • Familiar with B2B Enterprise SaaS solutions and has a passion for technology.
  • Experienced in using SFDC, Gainsight, and other Customer Success technology applications.
  • An ambitious individual who takes initiative and thrives in a high-growth environment.

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