Enterprise Customer Success Manager
About The Position
The Enterprise Customer Success Manager owns retention and growth of recurring revenue from existing T3, T4, and T5 customers in a defined territory. The role builds trusted customer relationships, proactively identifies and addresses customer challenges, and supports adoption and effective use of the Linewize Product Suite through solution-oriented support, data-informed outreach, training, and product check-ins. The position is responsible for reducing churn, increasing customer satisfaction and product usage, and expanding accounts through upselling and cross-selling. The Customer Success Manager manages a portfolio of existing customers and supports customer concerns through email, phone calls, meetings, and check-ins. The role works cross-functionally to help customers succeed and has clear goals, autonomy, and support. The company describes the work as helping children stay safe online and offers opportunities for career progression and exposure to its in-house technology.
Requirements
- At least 4 years of Account Management or Customer Success experience, preferably in technology or SaaS and managing large or strategic accounts.
- Experience supporting multiple products and expanding customers into new products through upselling and cross-selling.
- Bachelor’s degree or at least 4 years of equivalent work experience.
- Strong business acumen.
- Proficiency with MS Office, Google Workspace, and CRM software.
- Excellent communication and presentation skills.
- Strong interpersonal and relationship-building skills, including the ability to quickly build and maintain long-term relationships.
- Ability to prioritize customers and projects and manage multiple escalations.
- Excellent time management and ability to work effectively with a high degree of autonomy.
- Comfort using data to inform outreach, calendar management, and task assignment.
- Desire to solve customer problems and grow customer usage and product base.
- Ability to work effectively as part of a team to ensure customer success.
- High level of empathy for customers and internal stakeholders.
- Full working rights.
Nice To Haves
- Edtech experience.
Responsibilities
- Own retention and growth of ARR generated from existing T3, T4, and T5 customers within a defined territory.
- Build customer relationships and serve as a trusted advisor and advocate.
- Identify customer challenges early and work cross-functionally to address them.
- Increase customer usage and expand accounts across the Linewize Suite through upselling and cross-selling.
- Maintain a high retention rate within the customer portfolio.
- Manage existing customer accounts and address concerns through email outreach, phone calls, meetings, and product check-ins.
- Support customer adoption of the Linewize Product Suite through solution-oriented support and expansion efforts.
- Increase customer satisfaction and enjoyment of the Linewize Product Suite.
Benefits
- Comprehensive benefits package including medical, dental, vision, and 401(k).
- Paid time off.
- Tech allowance.
- Regular company-wide lunch-and-learn sessions.
- Career progression opportunities across other teams and departments.
- Exposure to industry-leading technology developed in-house.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
