Customer Success Manager, Enterprise Agency
New
M
Muck RackSaaS
Remote (US)Full-TimeMiddle
Salary105000 - 125000 USD per year
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Job Details
- Experience
- 5-8 years
Requirements
- 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
- Experience working with agency customers or similar client types preferred
- Proven experience owning a revenue target (retention and/or expansion)
- Experience managing complex renewal cycles and driving expansion within enterprise accounts
- Ability to leverage data (usage, adoption, engagement) to inform customer strategy
- Experience managing a pipeline and forecasting revenue
- Demonstrated executive presence and ability to build relationships across multiple stakeholders
- Strong communication skills with the ability to de-escalate and solve customer challenges
- Experience with contract management and negotiation
- Ability to operate in a fast-paced, distributed environment
- Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery
Responsibilities
- Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business
- Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations
- Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers
- Own the full book of business, including all renewals and a pipeline of expansion opportunities
- Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings)
- Forecast renewals and expansion revenue with a high degree of accuracy
- Execute on-time contract renewals and mitigate churn risk
- Identify customer risks early and partner with Support, Product, and leadership to resolve issues
- Lead regular business reviews (QBRs) with key accounts
- Provide customer insights and feedback that influence product development and go-to-market strategy
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