Enterprise Customer Success Manager

Direct Hire

CyberSearch

Enterprise Customer Success Manager (REMOTE) (Ideally wants someone to work EST time zone) (Some travel required)
Redwood City, CA 94065
Overview:

As a Senior Customer Success Manager, you’ll be managing a portfolio of Enterprise clients – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

What you'll do:

  • Be a world-class CSM to your Enterprise portfolio of customers by having a strong understanding of Customer Success concepts, best practices, and execution strategies
  • Advocate for your customers, delivering value across the entire lifecycle
  • Drive business outcomes and goals with your customers
  • Re-enforce their value as the CS function, both internally and externally, in partnership with your customers
  • Advise and assist customers on how to design and more easily scale their CSM programs
  • Engage and educate customers on functionalities and best practices
  • Increase the value we deliver to their organization and goals
  • Maintain high levels of engagement and communication
  • Work with executive sponsors to identify growth, renewal, and expansion opportunities
  • Partner with Customer Success Engineers to ensure proper technical integrations
  • Translate customer feedback, goals, and needs to improve our platform
  • Be a thought leader and advocate in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Possesses the ability to interface with C-level executives to drive program strategy and ROI
  • Create customer deliverables (presentations, business process enhancements, strategy

Qualifications:

  • Bachelor's Degree required
  • Ability to travel as needed for customer workshops and events
  • 5+ years of relevant work experience in customer-facing customer success, professional services, or account management role (SaaS experience preferred)
  • Proven track record in delivering great value to your customers
  • Self-motivation, proactive team player
  • Strong communication and interpersonal skills
  • Diplomacy, tact, and poise when working through customer issues and escalations
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