Enterprise Customer Success Manager

November 13

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user experience • analytics • ecommerce • web site optimization • digital experience

1001 - 5000

Description

• As a member of our Enterprise Customer Success team, you will be instrumental in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business of post-sales customers.  You will be responsible for building lasting relationships – with executives, front-line leadership, and platform end users alike –  from kickoff to renewal via ongoing strategic guidance that demands executive alignment on goals and value and supports change management, mutual accountability to execution, strong adoption, value realization, and customer satisfaction. This role will necessitate partnering closely with a large cross-functional team - including members of Implementation, Enablement, Customer Experience, Sales, and Product - to ensure the customer is supported at every stage of their journey.

Requirements

• 5-7 years experience in CSM or similar consultative, customer-facing role (account management, management consulting), with a strong track record of supporting change management and driving adoption, renewals and upsells in a SaaS or subscription-based business • Outstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case) • Exceptional relationship management, with an emphasis on proven ability to build, maintain, and grow relationships at an executive level • Self-motivated, innovative orientation, operating as a team player and collaborating effectively across departments and functions to achieve common goals • Operational rigor and accuracy • Proficiency with Command of the Message Framework, MEDDIC, and other common go-to-market frameworks. • Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations • Proficient understanding of web and mobile app architecture, design, and development • Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities • Proven experience in a customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business • Exceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization