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Senior Enterprise Customer Success Manager
Posted 6 days agoViewed
💎 Seniority level: Senior, 5+ years
📍 Location: Canada, Eastern Time
🔍 Industry: SaaS
🏢 Company: Fable👥 11-50💰 $20,000,000 Series A over 3 years agoPersonal HealthE-CommercemHealthBooksWellnessHealth Care
🗣️ Languages: English
⏳ Experience: 5+ years
Requirements:
- 5+ years of experience in SaaS customer success or equivalent customer management role
- 3+ years managing enterprise customer relationships and helping to facilitate change management
- 2+ years of experience working in a startup or scale-up environment
- Proven experience driving change management for new concepts within enterprise organizations
- Demonstrated experience navigating complex customers and projects to drive value and business outcomes
- Experience trying new strategies to drive customer adoption and engagement
- Proficient with CRM platforms (HubSpot), CS Platforms (Planhat), call recording software (Avoma)
Responsibilities:
- Own client retention, satisfaction, and delight for your customers.
- Establish yourself as a trusted advisor to your customers at Fable by consistently engaging through regular check-ins, participating in events, and conducting Executive Business Reviews.
- Provide continuing education for customers to maximize product usage, identifying new or unused Fable features that could provide value for your customer and represent an upsell opportunity.
- Partner with Account Executives and Renewals and Growth Managers to drive account growth and ret revenue retention.
- Facilitate the onboarding of new customers and manage their ongoing journey with Fable products, from adoption to renewal.
- Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Fable.
- Proactively analyze your customer product usage to identify opportunities and risks to account health.
- Drive customer advocacy through the development of strong relationships and the creation of shared value with Fable.
- Build multithreaded relationships within your accounts – with everyone from champions to executives.
- Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development.
- Liaise with Fable's Platform Support and Accessibility Innovation teams to ensure your customers receive comprehensive, seamless support, in addition to handling strategy, product training inquiries, and non-technical assistance.
- Partner with your Customer Success team to identify and develop areas of improvement on process and customer engagement strategies.
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🔥 Senior Enterprise Customer Success Manager
Posted about 1 month ago
📍 United States
🧭 Full-Time
💸 86500.0 - 129500.0 USD per year
🔍 Nonprofit
🏢 Company: Classy👥 251-500💰 Series D almost 4 years agoCrowdfundingNon ProfitEventsSoftware
- 5+ years of experience working in customer success, account management, or a similar customer-facing role
- Driven, self-motivated, enthusiastic, and with a “can-do” attitude
- Strong relationship-building capabilities
- Excellent communication (verbal/written) and interpersonal skills
- Confidence and calm when navigating hard customer conversations
- Proactive, results-driven mindset with a bias for speed and action
- Professional executive presence
- The ability to listen, empathize and ask clarifying questions to identify customer needs and translate them into solutions
- Skilled at partnering cross-functionally to solve technical issues and identifying when issues need to be escalated
- Proficient at assessing customer risks and developing mitigation strategies
- Manages high-value accounts and is the primary point of contact, ensuring their long-term success and satisfaction.
- Drive logo retention within your book of business
- Ensure customer value realization milestones are met throughout the customer journey
- Drives adoption of Classy and GoFundMe platform features, maximizing donation realization and year-over-year revenue growth.
- Owns discovery & strategic discussions to identify opportunities to expand usage of the platform, minimize risk and proactively retain GDV on the platform. Work closely with your Account Executive on strategies for execution.
- Develop and execute customized account plans to meet client goals, leveraging deep knowledge of the nonprofit fundraising landscape.
- Responsible for finding potential risks (including competitive intelligence) and overcoming objections by value selling current usage of the platform with a broad range of individuals within organizations including discovery calls, overcoming objections and value-based product demonstrations to retain GDV.
- Build and maintain strong multi-threaded relationships with key stakeholders across nonprofit clients, including executive leadership and fundraising teams.
- Serve as a trusted advisor, offering strategic insights and recommendations to help clients achieve their fundraising objectives to maintain strong customer sentiment so that they are referencable clients.
- Facilitate regular check-ins, business reviews, and executive-level engagements to assess progress and align on future goals.
- Ability to engage top-level leadership to help drive sentiment, adoption, growth and in rare cases escalation.
- Lead clients through onboarding, platform optimization, and ongoing project milestones, ensuring timely delivery of outcomes.
- Collaborate with internal teams (Professional Services, Support, Product, and Engineering) to address client needs and drive the resolution of complex issues.
- Monitor client progress against lifecycle milestones and proactively address risks to ensure retention and success.
- Provide guidance on best practices for online fundraising strategies, campaign management, and donor engagement.
- Analyze client fundraising performance and recommend data-driven optimizations to drive growth and maximize impact.
- Enable clients to leverage Classy and GoFundMe platforms for innovative fundraising initiatives, ensuring alignment with their mission and goals.
LeadershipProject ManagementData AnalysisStrategic ManagementCommunication SkillsProblem SolvingAgile methodologiesMentoringCoachingExcellent communication skillsAccount ManagementClient relationship managementCross-functional collaborationRelationship managementSales experienceRisk ManagementData visualizationStrategic thinkingFinancial analysisCustomer SuccessSaaS
Posted about 1 month ago
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