Enterprise Customer Success Manager (Live Division)

Consensus•Alpharetta, GA

29d•$110,000 - $125,000•Remote

About The Position

Our Customer Success Managers are the trusted advisors for customers, responsible for building relationships, driving product adoption, and connecting the value of our products to customers’ business objectives to maximize their success. The Enterprise CSM is primarily responsible for the success, retention, and growth of our customers.

Requirements

5+ years of experience in B2B SaaS Customer Success and managing a book of business with responsibility for renewal, forecasting, and customer expansion
Experience working with C-Levels (such as CMO, CRO, or other executive leadership in Marketing and Sales)
Technical aptitude around SaaS technologies
Strong executive-facing communication skills
Strong customer-facing and presentation skills with the ability to establish credibility with executives

Nice To Haves

Direct experience using or providing services to marketing technology platforms; for example: Hubspot, Salesloft, Outreach, Highspot, Marketo, Pardot, or other similar solutions
Experience with Customer Success tools such as Gainsight, Pendo, Gong, etc.
Hubspot experience
Experience in SaaS sales or solutions consulting

Responsibilities

Build and grow meaningful relationships with key stakeholders, including executives, at Fortune 500 accounts, establishing multi-threaded relationships and creating executive sponsors and product champions across the business
Ability to identify and effectively engage new stakeholders at the executive level
Build raving fans by delivering exceptional customer experiences, putting customers at the core
Develop and execute comprehensive account plans that drive product adoption, customer engagement and satisfaction, and growth
Lead strategic discussions with clients to mutually identify opportunities for expansion, upselling, and deepening of the engagement
Uncover, mitigate, and escalate risk within your book of business
Coordinate with cross-functional teams including Product, Professional Services, Sales and Support to manage project timelines, resolve issues, and deliver on commitments.
Track and report on project progress, performance metrics, and key milestones to both internal teams and clients.
Demonstrate ability to drive change and adoption at scale across a large organization in a way that exceeds customer expectations.
Serve as a trusted strategic advisor, conducting discovery around challenges and priorities to continuously drive towards executive and board-level business outcomes
Represent voice of the customer and influence product development roadmap
Share insights and trends with internal teams to inform product development, marketing strategies, and support initiatives.
Drive quarterly metrics tied to gross revenue retention and net revenue retention by conducting proactive, strategic renewal conversations with your customers and identifying opportunities for growth
Create and deliver success plans and business reviews for your customers to align on goals and outcomes