Enterprise Customer Success Manager

Job Description

Job Description

The Enterprise Customer Success Manager (CSM) is responsible for onboarding new customers, driving upsell growth, and mitigating churn. The CSM will ensure customer success by delivering value, building processes, and fostering strong relationships. The role includes working as a Subject Matter Expert (SME) for partner integrations and managing a Customer Success Associate (CSA) to achieve team goals.

The Day-to-Day Responsibilities: 
Customer Success Leadership

• Own the post-sales customer journey, including onboarding, engagement, and growth.
• Ensure seamless transitions from sales to implementation, turning new customers into trained and successful users quickly.
• Act as the primary point of contact for customers, delivering both good and bad news professionally.
• Advocate for the company and the customer, balancing their respective goals and needs.

Team Management

• Manage and mentor the assigned CSA, Seth, to ensure team success in onboarding and account management.
• Drive team performance in minimizing churn and maximizing upsell opportunities.
• Escalate challenges and provide regular updates with the technical team, ensuring alignment and resolution of complex issues.

Process Development and Execution

• Build and implement processes around Quarterly Business Reviews (QBRs) and customer onboarding.
• Create scalable frameworks for measuring and improving customer success metrics.
• Collaborate with Product and Marketing teams to gather feedback and develop case studies.

Revenue and Retention Accountability

• Drive upsell growth both directly and through team efforts.
• Minimize churn by proactively addressing risks and delivering consistent value.
• Contribute to organizational revenue attainment by meeting or exceeding targets.

Collaboration and SME Role

• Work cross-functionally with Product, Sales, and Marketing teams to enhance customer experiences and integrations.
• Serve as the SME for partner integrations, ensuring smooth and effective collaborations.
• Maintain a feedback loop to provide insights into customer needs and opportunities for product improvement.

Ownership of Goals and Priorities

• Own your calendar: Focus on high-impact activities and effective time management.
• Prioritize tasks that align with goals for customer success, upsells, and churn reduction.
• Balance hands-on execution with leadership responsibilities by delegating effectively.

A Little Bit About Us
Zuum is a rapidly growing, tech startup which is transforming the $1.2 trillion logistics industry. We connect enterprise shippers to carriers on an automated platform. To better understand what we are about, please check out our website Zuum Transportation and our Career Page.

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