Manager, Enterprise Client Success

New

DynatronAutomotive SaaS

Listing locations: USA; Location base: USAFull-TimeManager

SalaryBase Salary: $120,000 - $140,000/yr; Variable Compensation: $40,000 - $50,000/yr

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Job Details

Experience: 8+ years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or a related customer-facing function; 3+ years of experience directly leading and developing customer-facing teams.
Required Skills: Salesforce

Have 8+ years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or a related customer-facing function.
Have 3+ years of experience directly leading and developing customer-facing teams.
Bring significant experience managing large, complex enterprise customers with meaningful ARR and multiple stakeholders.
Understand SaaS customer lifecycle management, adoption, retention, renewal, and expansion.
Demonstrate success improving GRR, NRR, customer health, and other retention metrics.
Establish high performance standards and hold teams accountable for measurable outcomes.
Bring strong business acumen and experience connecting customer outcomes to retention and expansion.
Have experience with sophisticated renewals, commercial conversations, and complex stakeholder environments.
Use customer data to drive strategy and decision-making, including account health frameworks, executive dashboards, retention forecasts, and customer success KPIs.
Have hands-on experience with CRM and Customer Success platforms such as Salesforce, Gainsight, ChurnZero, or similar technologies.
Build scalable processes and systems without creating unnecessary complexity.
Communicate effectively with C-level customer stakeholders and navigate difficult conversations and escalations.

Own GRR and NRR performance across the enterprise customer portfolio.
Develop strategies to increase retention, product adoption, customer value, and expansion.
Establish account health, risk, adoption, and engagement indicators, and build renewal and retention forecasting processes.
Define and improve the enterprise customer success model, including segmentation, engagement, account planning, and service expectations.
Design scalable processes across onboarding, implementation, adoption, value realization, renewal, and expansion.
Guide the team through customer challenges, escalations, renewals, and expansion conversations.
Lead, coach, and develop Enterprise Client Success professionals and establish team expectations and accountability.
Define KPIs and develop dashboards and reporting for customer health, adoption, engagement, retention, expansion, and time-to-value.
Optimize Client Success technology, CRM workflows, account health models, documentation, and forecasting practices.
Partner with Sales, Product, Marketing, Finance, Operations, and other customer-facing teams on customer needs and account strategy.

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