Customer Success Manager - Enterprise

Job summary

The Enterprise Customer Success Manager is responsible for the long-term health and retention of a portfolio of larger accounts, ensuring that customers achieve clear business outcomes and derive real value from the partnership. This role involves building relationships with stakeholders, managing renewals, and driving customer adoption of solutions.

Qualifications

• Minimum of 3 years' experience in a customer-facing role, preferably in a SaaS or technology environment.
• Proven track record in managing enterprise or large, complex accounts with multiple stakeholders.
• Excellent communication and presentation skills, capable of engaging with stakeholders at all levels.
• Strong understanding of social media platforms and social listening tools.
• Experience working with global customers across various teams and regions.
• Ability to develop and execute strategic account plans, demonstrating strong retention and renewal outcomes.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Proactive and commercially minded with strong problem-solving skills.
• Familiarity with Boolean search logic and data analysis.

Responsibilities

• Own retention across the customer portfolio, managing renewals and collaborating on Quarterly Business Reviews (QBRs).
• Build trusted relationships with executive stakeholders to align solutions with business goals.
• Oversee the onboarding journey and lead training initiatives to maximize customer value.
• Increase account growth by promoting adoption across teams and departments.
• Act as the customer's voice, managing expectations around product feedback and enhancements.
• Foster a community among customers by sharing best practices and success stories.
• Maintain accurate records in CRM and customer success systems.
• Collaborate with Product Support to resolve customer issues effectively.
• Coordinate with the wider account team to ensure a seamless customer experience.

Skills

• Proficiency in CRM and customer success tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA.
• Proficiency in Spanish or French is a plus, but not required.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with CRM and customer success tools, social media platforms, and data analysis tools.