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Enterprise Customer Success Manager
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Job Description:
The Enterprise Customer Success Manager is a critical role that ensures the ability of Customer Success to scale and provide success activities across all customer segments through a high-ratio, low-touch engagement model. This role focuses primarily on driving retention and adoption, and therefore excels at risk recognition and mitigation in order to continuously assess customers and prioritize how and where they spend their time.
**Responsibilities**:
- Maintain a portfolio of customers and strategically prioritize customer needs across a number of accounts- Conduct initial success call with customers to understand their business, strategic goals, and use cases- Work with customers to define a high-level Success Plan that tracks milestones and measures progress against shared metrics- Identify resources for customer self-service and encourage its use- Monitor Customer Health Score in Customer Success platform and intervene as needed to mitigate churn risks and drive consumption- Continuously monitor customer account health dashboards to identify and diagnose issues; understand and execute impactful solutions- Use insights from Account Health Dashboard to identify account escalations and raise to AE- Leverage account health metrics to provide insights that inform renewal conversations to AE and Renewals Specialist- Deliver ongoing value through programmatic offerings by grouping customers with similar needs together- Leverage playbooks to drive decision-making and customer interactions- Leverage customer success analytics to identify predictive indicators of churn and consumption risk
Qualifications:
- 5+ years of experience in customer success, account management, consulting or similar roles (SaaS experience preferred)- BA/BS or equivalent educational background- Knowledge of Data Management, Data Warehouse, Cloud, Enterprise Application Integration, and Database preferred- Excellent communicator with strong interpersonal skills- Propensity to get up to speed and build relationships quickly as there will be constant movement from one customer account to the next.- Ability to prioritise tasks and efficiently spend time across a wide number of accounts.- Able to support US timezone (Pacific Time)
