Enterprise Customer Success Manager
About The Position
Reporting directly to Senior Manager, Customer Success, the Enterprise, Customer Success Manager plays a strategic role in driving long-term customer success across a portfolio of enterprise clients. As a trusted advisor, you'll partner with customers to maximize value, drive adoption, and identify opportunities for growth, while collaborating cross-functionally to deliver an exceptional customer experience. This role owns the commercial relationship after onboarding, balancing customer advocacy with revenue growth through renewals, expansions, and strategic account planning.
Requirements
- Experience in a customer success or account management role, including demonstrated experience advocating for customers at an executive level within the organisation.
- Track record of driving customer growth through successful cross-selling and upselling initiatives.
- Demonstrated ability to collaborate effectively with various departments for overall business success.
- Working experience with SaaS products and the technology industry
- Proficiency in utilising data analytics to drive insights and improvements.
- Proven ability to provide strategic recommendations based on industry insights.
Responsibilities
- Develop and execute customer success strategies to enhance satisfaction, onboarding, retention, and revenue growth.
- Collaborate with cross-functional teams to align customer success initiatives with overall business objectives.
- Act as a key advocate for customers within the organisation, ensuring their needs are understood and addressed.
- Stay informed about industry trends and leverage insights to provide strategic recommendations to customers.
- Monitor customer health and performance metrics to identify opportunities, risks, and areas for optimization.
- Deliver quarterly business reviews and provide actionable insights to both customers and internal stakeholders.
- Utilise data-driven insights to identify opportunities for continuous improvement and innovation.
- Give input into and implement strategies to improve customer retention rates.
- Identify and address factors that may contribute to customer churn.
- Own the full commercial lifecycle post-onboarding, including renewals, upsells, and cross-sells, and identify and track expansion opportunities within the existing customer base.
- Collaborate with sales and marketing teams to develop and implement strategies for customer expansion.
- Help foster a culture of continuous learning, collaboration, and excellence within the team
Benefits
- 32 days of paid time off per year, plus up to an additional 3 Performance Days per year
- Company-paid benefits that start on day 1
- Remote-friendly and supportive flexible remote arrangements
- Work-from-home allowance
- Professional development budget
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
