Enterprise Customer Success Account Manager (Remote-US)

Bachelor’s degree in business, Computer Science, Marketing, Communications, or a related field. 4+ years of enterprise-level experience in a customer success, account management, or related role within the software industry. Proven track record of managing and growing customer relationships. Experience managing projects/initiatives independently. Strong understanding of SaaS business models and technology. Manufacturing industry knowledge is a plus. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong problem-solving skills and a proactive approach to customer issues. Proficiency with CRM (Salesforce) software and customer success tools. Proficiency in Microsoft and Google Suite of products. Experience with AI/ML-driven Customer Success platforms or ability to integrate new AI technologies.

Cultivate long-term relationships with key stakeholders. Drive platform adoption and monitor customer health metrics. Plan and lead Executive Business Reviews focusing on measurable outcomes. Gather customer feedback for product development. Monitor customer satisfaction and work to resolve issues impacting retention. Ensure seamless transition from Implementation/Professional Services. Leverage AI/ML tools to analyze usage data and predict churn risk. Own the renewal cycle and lead commercial negotiations. Strategize and execute conversion of annual to multi-year contracts. Identify and lead opportunities for expansion (cross-sell and upsell). Manage preparation and execution of enterprise-level agreements. Track and report on customer success and commercial metrics, maintain CRM forecasts.