Enterprise Customer Success Manager
New
A
AiwynSaaS
Remote (US based)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- A minimum of 4 years in Customer Success, Renewal Management, or Account Management, with a focus on enterprise-level SaaS customers for at least 2 years.
- Required Skills
- SalesforceHubSpot
Requirements
- A minimum of 4 years in Customer Success, Renewal Management, or Account Management, with a focus on enterprise-level SaaS customers for at least 2 years.
- Experience in early-stage startups with a willingness to embrace ambiguity and quickly adapt to change.
- High EQ; adept at managing multiple stakeholder relationships.
- Demonstrated success in increasing renewal rates and building effective renewal processes.
- Ability to create and refine Customer Success playbooks and processes.
- Familiarity with HubSpot or Salesforce is required.
- Comfortable analyzing large data sets to identify trends and lead-indicators for customer health and risk mitigation.
- Experience managing and expanding enterprise customer relationships, with strong negotiation skills and the ability to overcome objections.
- A collaborative approach with innovative ideas, a sense of humor, and a passion for customer success.
- Experience with Customer Success platforms like Gainsight or ChurnZero is a plus.
- A self-motivated attitude with a willingness to go above and beyond to ensure customer success and satisfaction.
Responsibilities
- Oversee customer onboarding, post-launch reviews, quarterly business reviews, and executive check-ins to ensure customer success and satisfaction.
- Work closely with Enterprise customers to understand their business objectives and create a tailored success plan that delivers tangible outcomes.
- Provide guidance to enterprise customers on adopting and maximizing the usage of our solutions, focusing on long-term retention, expansion, and advocacy.
- Engage with the Customer Support Team to address customer inquiries, technical issues, and any other concerns.
- Travel on-site to visit customers for executive check-in meetings.
- Collaborate on building and iterating on our renewals process to support our customers.
- Design and refine renewal playbooks, utilizing data insights to support customer health and drive revenue retention.
- Collaborate with Sales and Customer Success Management to uncover and pursue expansion opportunities.
- Work with Sales, Product, and Marketing to share industry best practices and drive the evolution of our platform.
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