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Enterprise Customer Success Manager

Posted 2024-11-07

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💎 Seniority level: Manager, 3 years

📍 Location: Canada

🔍 Industry: Technology

🏢 Company: Leap Tools

🗣️ Languages: English, Second language fluency is an asset

⏳ Experience: 3 years

🪄 Skills: LeadershipProject ManagementData AnalysisProduct ManagementSalesforceProject CoordinationCross-functional Team LeadershipData analysisCommunication SkillsAnalytical SkillsCollaborationMicrosoft Excel

Requirements:
  • At least 3 years of experience in a Customer Success or Account Management role.
  • Direct experience working with Enterprise customers and managing a book of business.
  • Ability to quickly learn and prioritize technically complex processes and tasks.
  • Comfortable engaging C-suite executives professionally.
  • Ability to manage tight deadlines while controlling schedule.
  • Proficient in Google Workspace (including spreadsheets and Google Docs) and Salesforce.
  • Clear written and verbal communication skills.
  • Experience in a SaaS environment is a plus.
  • Bonus asset: Fluency in a second language.
Responsibilities:
  • Manage the customer life cycle for our largest customers.
  • Be responsible for key metrics such as Customer Health, Retention, and Expansion.
  • Become a trusted partner to customers to understand their needs and help them achieve their goals.
  • Engage as a mentor across the wider Customer Success team.
  • Serve as a key voice of Enterprise customers to internal teams and partner to drive best-in-class customer experiences.
  • Maintain impeccable records in Customer Success software.
  • Engage with customers to assess priorities and identify opportunities.
  • Advocate for customers within the organization, documenting requests and suggesting areas for improvement.
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