Enterprise Customer Success Manager Job Description Template
Our company is looking for a Enterprise Customer Success Manager to join our team.
Responsibilities:
- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform;
- Handle escalations and work across teams to resolve issues;
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention;
- Manage and scale a team of approximately 7 Enterprise Customer Success Managers;
- Work closely with your Account Executive counterpart to develop a joint success plan for your customers;
- Segment & tier accounts portfolio and design service strategy to optimize resource and talent allocation;
- Protect and defend annual revenue, customer base and subscriptions;
- Work closely with Product and Engineering on identification/tracking of enhancement requests;
- Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction;
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn;
- Developing success plans for unhealthy customers;
- Managing clients – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio;
- Keeping the MindTickle team (CSM, Sales, Professional Services, Tech Support) aligned to deliver exceptional customer experience;
- Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed;
- Showing customers how MindTickle features are used as they explore new use cases post-onboarding.
Requirements:
- Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve;
- Attention to detail is a must;
- High energy, go-getter with fresh ideas who takes the initiative to get things done;
- Bachelor’s degree;
- Excellent interpersonal skills;
- Proven track record of conducting quantitative analysis to derive insights and implement growth strategies;
- 5+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company;
- Prior experience leading and/or building a customer success function around scaled customers;
- Experience with macOS, iOS, and tvOS in a professional setting (Preferred);
- Ability to multi-task and prioritize duties;
- Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant;
- Experience as an advanced user on a robust, SaaS-based enterprise software platform;
- Track record of proactively identifying problems and resolving them before they escalate;
- Travel up to 50%
- Act as strategic advisor to accounts.