Job Description

Role Overview: The Enterprise Customer Success Manager (CSM) will play a critical role in managing and nurturing relationships with our largest and most strategic customers. This role requires a proactive and strategic approach to ensure our customers are achieving their business objectives with our products and services. The Enterprise CSM will act as a trusted advisor, driving customer satisfaction, retention, and growth. Key Responsibilities: Customer Relationship Management: Build and maintain strong, long-lasting relationships with enterprise clients, acting as their primary point of contact and trusted advisor. Onboarding Implementation: Guide new customers through the onboarding process, ensuring a smooth and successful implementation of our products and services. Account Planning Strategy: Develop and execute strategic account plans tailored to each customer s needs, goals, and growth potential. Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is incorporated into product development and business strategies. Performance Monitoring: Regularly monitor customer health metrics, product usage, and satisfaction levels to proactively address any issues and identify opportunities for improvement. Renewals Upsell: Drive customer renewals and identify opportunities for upselling and cross-selling additional products and services. Problem Resolution: Manage and resolve customer issues and escalations in a timely and effective manner, ensuring customer satisfaction and long-term retention. Reporting Communication: Provide regular updates and reports to both customers and internal stakeholders on account status, product usage, and success metrics. Qualifications: Experience: Minimum of 5+ years of experience in a Customer Success, Account Management, or similar role, preferably within the enterprise or B2B SaaS space. Education: Bachelor s degree in Business, Marketing, or a related field. Advanced degrees or certifications are a plus. Skills: Strong interpersonal and communication skills, with the ability to build and maintain relationships with C-level executives. Proven ability to manage multiple enterprise accounts simultaneously, with a focus on strategic account management. Excellent problem-solving skills and a proactive approach to addressing customer challenges. Experience with CRM tools (e.g., Salesforce) and customer success platforms. Ability to analyze data and translate it into actionable insights for customers. Attributes: Customer-centric mindset with a passion for helping customers achieve their goals. High level of empathy, patience, and resilience in handling complex customer situations. Strong organizational skills with the ability to prioritize tasks and meet deadlines.