Customer Success Manager, Enterprise

This is a fully remote position, open to applicants in New York.

📋 Description

• Serve as the primary liaison for designated customers, cultivating strategic relationships and facilitating platform adoption and success planning.

• Conduct regular business reviews (QBRs/EBRs), effectively articulating ROI and aligning on success metrics to aid in retention and growth.

• Gain an understanding of customers’ industries, objectives, and challenges to provide customized recommendations and align both internal and external stakeholders on success goals.

• Increase awareness and utilization of essential platform features, offer continuous education, and pinpoint opportunities for broader adoption.

• Actively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to address issues and provide actionable insights.

• Maintain in-depth knowledge of the product roadmap and convey pertinent updates and enhancements to customers.

• Work with internal teams to formulate and implement customer success plans, mitigating risks prior to impacting engagement or satisfaction.

⛳️ Requirements

• Over 5 years of experience in enterprise SaaS, including a minimum of 3 years in Customer Success, Technical Account Management, or support roles.

• Demonstrated capability to manage extensive customer portfolios and build long-lasting relationships, including at the executive level.

• Exceptional communication, presentation, and organizational skills, adept at handling both strategic and technical discussions effectively.

• Strong problem-solving abilities and experience in resolving escalations while ensuring a positive customer experience.

• Familiarity with CRM and case management tools such as Salesforce and Jira.

• Technical knowledge related to internet technologies, networking, and email security products.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

🏝️ Benefits

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.

• This role may be eligible for bonus or incentive compensation.

• Equity and a comprehensive benefits package.