Customer Success Manager, Enterprise

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

📋 Description

• Act as the key liaison and main contact between designated clients and internal teams.

• Cultivate strategic relationships with customers and facilitate platform adoption and success strategies.

• Conduct regular business reviews (QBRs/EBRs), convey ROI, and establish success metrics to aid in retention and growth.

• Gain insight into customers’ industries, objectives, and challenges to offer customized recommendations.

• Enhance awareness and utilization of essential platform features while providing continuous customer education.

• Track customer health, manage escalations, and work collaboratively with Product, Engineering, Support, and Sales teams.

• Provide actionable customer insights and feedback for product enhancements.

• Maintain expert knowledge of the product roadmap and communicate updates and improvements to clients.

• Collaborate with internal teams to formulate and implement customer success plans while addressing risks proactively.

• Ensure effective onboarding, adoption, ongoing value delivery, customer satisfaction, and retention.

⛳️ Requirements

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

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

• Exceptional communication, presentation, and organizational capabilities.

• Strong problem-solving skills with experience in managing escalations.

• Proficient in CRM and case management tools like Salesforce and Jira.

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

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

• Excellent verbal and written communication skills.

• Robust technical understanding of SaaS products, internet technologies, networking, and email security solutions.

• Proven history of promoting product adoption and fostering long-term customer growth.

🏝️ Benefits

• Bonus or incentive compensation may be offered.

• Equity opportunities may be available.

• Comprehensive benefits package provided.

• Pre-employment checks and AI-assisted recruiting tools are utilized during the hiring process.