About The Position
The Senior Enterprise Customer Success Manager plays a crucial role in ensuring the success and satisfaction of our enterprise-level customers. This role involves developing strong relationships with customers, understanding their business needs, and proactively working to drive value and maximize their return on investment. The Enterprise Customer Success Manager serves as a liaison between the customer and various internal teams, advocating for the customer's needs and helping to identify opportunities for growth.
Requirements
- 5+ years in Customer Success
- 2+ years working with enterprise level clients
- Strong business acumen and deep knowledge of Customer Success practices
- Customer-centric mindset
- Exceptional presentation, communication, and interpersonal skills
- Ability to collaborate effectively with cross-functional team
- Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders
- Quick and agile work style with strong attention to detail
- Self-motivated with a positive attitude and excitement for work
- Comfortable learning on the fly in a start-up environment
Nice To Haves
- Experience in Recruiting a plus
- Experience in SaaS start-up a plus
Responsibilities
- Manage portfolio of roughly 20-25 enterprise accounts (>2500 employees)
- Build and nurture strong, enduring relationships with Director and VP-level stakeholders
- Partner with Implementation Manager on customer onboarding, ensuring a seamless transition to our products or services
- Drive product adoption of Gem through on-going guidance, training and customized solutions that align with each customer’s unique needs and objectives
- Develop and execute customer success plans, tracking progress and adjusting as needed
- Run and maintain regular customer calls and Quarterly Business Reviews (QBRs)
- Identify opportunities for upselling and cross-selling and surface these to Account Manager
- Advocate for customer needs within the organization, collaborating with Product & Engineering
- Collect and analyze customer feedback to drive product improvements and enhancements
- Ensure customer renewals by demonstrating sustained value, addressing churn risks proactively and partnering with Account Managers during the renewal process
- Take a proactive role in optimizing existing or building new processes & assets that enable the team to scale
Benefits
- Equity
- Health insurance
- Dental insurance
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
101-250 employees
