Customer Success Manager, Enterprise

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

📋 Description

• Actively engage with clients as a trusted advisor to enhance retention, drive product adoption, ensure client satisfaction, and facilitate revenue growth.

• Collaborate with clients by leveraging business and industry expertise to help them achieve strategic objectives and desired outcomes through Aspire.

• Build and enhance client relationships through proactive communication and business value assessments.

• Serve as a subject matter expert on Aspire software, acting as the primary contact for products, upgrades, migrations, training materials, and service programs.

• Manage a portfolio of approximately 50–100 client accounts and relationships.

• Create client success plans that encompass critical success factors, success metrics, potential challenges, and actionable recommendations.

• Develop case studies, KPIs, and metrics related to products, client retention, churn, and departmental success.

• Collaborate across departments including Implementation, Training, Sales, and Aspire Care teams to ensure smooth client transitions.

• Monitor account performance and client engagement to identify service issues or other concerns.

• Provide product feedback based on significant client requirements.

• Recognize opportunities for additional services and relay them to the Sales team.

• Utilize client relationships for potential prospect references as necessary.

⛳️ Requirements

• Bachelor's Degree in business or a related field.

• Three to five years of experience in B2B Account Management or Client Success.

• Strong preference for candidates with SaaS industry experience.

• Demonstrated success in articulating vision, strategy, and plans for client success.

• Experience functioning within matrixed environments.

• Familiarity with CRM platforms such as Salesforce or HubSpot.

• Ability to resolve issues and manage escalations effectively with business owners and executives.

• Excellent verbal and written communication skills.

• Capability to interact effectively across various organizational levels and functions.

• Proficiency in influencing and advocating for clients.

• Ability to anticipate changes and proactively adjust priorities and strategies.

• Capacity to work independently as well as collaboratively within a team.

• Competence in making sound decisions for clients.

🏝️ Benefits

• Flexible time off.

• Learning and development opportunities.

• Comprehensive onboarding program.

• Leadership training.

• Access to training programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-paid medical, dental, and vision insurance.

• 100% employer-paid medical, dental, and vision options.

• 90% coverage for dependents.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching.

• Telehealth options.

• One Medical memberships.

• Parental leave and support.

• Up to $20k in fertility services.

• Surrogacy reimbursement.

• Adoption reimbursement.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Annual bonus.

• Equity.

• Flexible support for autonomous work.