Enterprise Customer Success Manager

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.