Enterprise Customer Success Manager

An experienced Enterprise Customer Success Manager to drive retention and growth within our strategic enterprise customer base. The ideal candidate has a proven track record in SaaS customer expansion and renewal processes, particularly with large-scale enterprise accounts, and excels in strategic customer engagements.

What you'll be doing:

• 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.

What you'll need to be successful:

• 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.

Travel up to 30% of the time.