Enterprise Customer Success Manager

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AlertMediaEmergency communications

Remote, United StatesFull-TimeManager

Salary not disclosed

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Job Details

Experience: 3+ years’ experience as a Customer Success Manager; 1-2+ years’ experience supporting Enterprise customers in a CSM role
Required Skills: Project ManagementSalesforceMicrosoft ExcelCustomer SuccessRisk Management

Have 3+ years of experience as a Customer Success Manager.
Have 1-2+ years of experience supporting enterprise customers in a CSM role.
Bring experience with Salesforce and Excel.
Bring experience with Gainsight; this is preferred.
Be willing to work with demanding, multinational customers.
Demonstrate customer focus and self-motivation.
Have strong verbal and written communication and listening skills.
Demonstrate project management skills and the ability to prioritize.
Have analytical, negotiation, and creative problem-solving skills.
Be able to work with business development, software development, and product management teams.

Build strong relationships with enterprise customers.
Evaluate customer risk and proactively identify value propositions and best practices to drive retention.
Support account growth through adoption, cross-sell, and upsell opportunities.
Manage customer touchpoints and ongoing customer experiences.
Conduct Quarterly Business Reviews to highlight realized value and communicate recommendations and new features.
Consult with customers on data automation options and support configurations for matrixed organizations.
Coordinate cross-functional work and serve as the internal point of accountability for customer accounts.
Maintain executive alignment through proactive updates and timely escalation.
Track product developments and inform or train customers on them.
Manage Gainsight and Salesforce data and communicate customer software requirements to product management.

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