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Customer Success Manager - Enterprise
Posted 15 days agoViewed
💎 Seniority level: Manager, 3-5 years
📍 Location: United States
🔍 Industry: B2B SaaS
🏢 Company: UserEvidence👥 11-50💰 $9,000,000 Series A over 1 year agoService IndustrySaaSInformation Technology
🗣️ Languages: English
⏳ Experience: 3-5 years
Requirements:
- 3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environment
- Experience defining and executing on end-to-end customer success strategies (implementation/kickoff, project management, engaging/reengaging stakeholders, identifying/mitigating churn risk)
- Strong presentation skills - ability to command a room of C-levels and ICs alike
- Strong empathy and ability to connect with others and understand their situation
- Intellectual curiosity - you have the ability to create, understand systems, and experiment/tinker to figure out better ways of doing things
Responsibilities:
- Be the primary point of contact for new customer implementations, including managing various stakeholders, client expectations, scope, and success criteria
- Drive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value out of UserEvidence
- Drive adoption, retention, and expansion for existing client base
- Identify new expansion and cross-sell/upsell opportunities, partner with Sales counterparts to close renewal deals
- Proactively identify customers who aren’t maximizing their usage and create action plans to reach success
- Find repeatability in processes and build documentation to help scale the CS/AM function
- Build self-serve materials (help articles, video tutorials, and more)
- Constantly capture and synthesize product feedback from our customers to surface trends and patterns, make product recommendations to inform product roadmap based on this feedback
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