Customer Success Manager, Enterprise Agency

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for enterprise agency clients, focusing on retaining and expanding a portfolio of business.

• Conduct virtual and in-person meetings with clients to deliver product knowledge, share industry best practices, and provide strategic guidance.

• Manage the entire customer lifecycle, from support during post-sale onboarding to renewal, while ensuring product adoption for both new and existing clients.

• Take charge of the complete book of business, which includes all renewals and a pipeline of growth opportunities.

• Identify and secure growth opportunities (users, licenses, add-ons, and new product offerings).

• Accurately forecast renewals and expansion revenue.

• Ensure timely contract renewals and reduce churn risk.

• Proactively identify customer risks and collaborate with Support, Product, and leadership to address issues.

• Conduct regular business reviews (QBRs) with major accounts.

• Provide insights and feedback from customers that can shape product development and market strategy.

⛳️ Requirements

• 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS context.

• Preferred experience working with agency clients or similar customer types.

• Demonstrated experience in owning a revenue target (retention and/or expansion).

• Experience in managing intricate renewal cycles and fostering growth within enterprise accounts.

• Capability to utilize data (usage, adoption, engagement) to inform customer strategy.

• Proven experience in managing a pipeline and forecasting revenue.

• Strong executive presence with the ability to cultivate relationships among multiple stakeholders.

• Excellent communication skills with the ability to de-escalate and resolve customer challenges.

• Familiarity with contract management and negotiation.

• Ability to thrive in a fast-paced, distributed work environment.

• Proactively integrate AI tools into daily tasks to enhance productivity and expedite delivery.

🏝️ Benefits

• Health insurance

• 401(k) with employer contributions

• Paid time off

• Flexible working hours

• Home office stipend

• Phone and internet reimbursement

• Coworking membership

• Virtual and in-person team bonding

• Annual reviews to ensure equity and market alignment

• Standardized bonus or commission structure

• Comprehensive medical, dental, vision, disability, and life insurance

• 100% premium coverage for individuals on high-deductible plans

• 24/7 Virtual Care and Employee Assistance Program

• Employer-funded HSA contributions

• Quarterly wellness stipend

• Free Headspace subscription

• 4+ weeks of PTO plus paid sick and mental health days

• 13 paid holidays with the option to swap for personal days

• Up to 16 weeks of fully paid parental leave

• Transparent pathways for internal mobility and promotion

• Unlimited access to Coursera and O’Reilly