Customer Success Manager - Enterprise

Job summary

The Enterprise Customer Success Manager is responsible for the long-term health and retention of a portfolio of large accounts, focusing on relationship building and ensuring customers achieve clear business outcomes. Retention is the primary measure of success, and the role involves collaboration with Account Managers and Onboarding teams.

Qualifications

• Minimum of 3 years in a customer-facing role, preferably in a SaaS or technology environment.
• Experience managing enterprise accounts with multiple stakeholders.
• Excellent communication and presentation skills.
• Strong understanding of social media platforms and monitoring tools.
• Proven ability to develop strategic account plans with strong retention outcomes.
• Strong organizational skills and ability to manage multiple priorities.

Responsibilities

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

Skills

• Proactive and commercially minded with strong problem-solving skills.
• Comfortable working independently while collaborating across teams.
• Familiarity with Boolean search logic and data analysis.
• Experience with CRM and customer success tools like Salesforce or Zendesk.
• Proficiency in Spanish or French is a plus.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• CRM and customer success platforms such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA.