About the role
We're looking for an experienced Enterprise Customer Success Manager to join our growing team and help drive the success of our largest customers.
In this role, you'll own the end-to-end customer experience for a portfolio of enterprise customers, working closely with them to ensure they're maximizing the value of our platform. You'll be a strategic partner, helping them achieve their goals and overcome any challenges they may face.
You'll also play a key role in driving our product roadmap, by providing feedback and insights to the product team based on your deep understanding of customer needs and pain points.
Some of your key responsibilities will include:
- Managing the full customer lifecycle, from onboarding to ongoing support and advocacy
- Developing and executing on comprehensive customer success plans to drive adoption, engagement, and retention
- Proactively identifying and addressing potential issues or areas of improvement
- Effectively communicating with customers at all levels, from front-line users to executive stakeholders
- Collaborating cross-functionally with sales, marketing, product, and engineering teams
- Maintaining a deep understanding of our product capabilities and industry trends
- Providing regular updates and reporting on customer health and engagement metrics
To be successful in this role, you'll need:
- 5+ years of experience in a customer-facing role, ideally in a SaaS or technology environment
- Proven track record of building strong relationships with enterprise customers and driving successful outcomes
- Excellent communication and presentation skills, with the ability to effectively engage with stakeholders at all levels
- Strong problem-solving and analytical skills, with the ability to identify and address customer needs
- Familiarity with customer success best practices and metrics
- A passion for customer advocacy and a genuine desire to help our customers succeed
