Enterprise Customer Success Manager
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About The Position
The Enterprise Customer Success Manager at Confluent plays a pivotal role in ensuring customer success, driving renewals, and expanding subscriptions within our Enterprise accounts. This position is integral to the sales team, focusing on meeting and exceeding quarterly renewal targets by proactively managing a portfolio of renewals and customer retention activities. As the primary point of contact for assigned customers, the Enterprise Customer Success Manager will be responsible for securing renewals, which includes handling quotations, negotiations, and closing activities. In this role, you will be expected to submit accurate and timely renewal sales forecasts through Salesforce.com, while also identifying opportunities for expansion, upselling, and additional service or support within accounts. Coordination with various Confluent resources, such as Customer Operations, Customer Success, Sales, and Sales Engineering, is essential to ensure ongoing customer success. You will also be tasked with maintaining a proactive engagement cadence with existing customers, ensuring regular touchpoints every 30 days. Promoting the use of Confluent features and technology is a key responsibility, as is supporting and nurturing relationships with key users and decision-makers at assigned customers. This involves keeping them connected to the value being added by our products and proactively identifying any issues or risks that may arise, escalating them internally for prompt resolution. The goal is to develop and nurture customers to become strong advocates for Confluent, championing their requirements within the organization. Additionally, you will contribute to the continual improvement of best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewal goals. Increased customer executive engagement and arranging for executive invites to headquarters, marketing, and customer engagement events are also part of the role.
