Customer Success Manager – Mid-Market / Enterprise

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

📋 Description

• Cultivate robust business relationships and maintain regular strategic interactions with the assigned client portfolio.

• Assist customers in the onboarding process and adoption of services, including paid offerings and workflow design.

• Manage premium onboarding cases by facilitating template and workflow configuration, conducting training sessions, and ensuring value delivery during the initial 90 days with customers.

• Promote product adoption and utilization through proactive engagement and customized Success Plans.

• Recognize and address potential risks by identifying usage obstacles and creating customer-focused solutions to minimize churn and contraction.

• Evaluate account metrics such as license utilization, document engagement, and activity trends to establish success benchmarks and inform business reviews.

• Handle customer escalations and collaborate across departments to ensure prompt resolution.

• Collaborate with Account Managers on renewal strategies, upselling opportunities, and expansion prospects.

• Work alongside Solutions Engineers and Technical Account Managers to address intricate workflow needs and technical use cases.

• Engage with Product and Support teams to represent customer feedback and channel it appropriately.

• Monitor Planhat, Salesforce, Claude, and Gong to extract actionable insights and facilitate targeted outreach.

• Act as a thought partner to both customers and team members, sharing insights and promoting collaboration.

• Utilize AI-driven tools to analyze customer usage patterns, predict risks, and identify opportunities for revenue growth.

• Summarize call insights, product adoption trends, and stakeholder sentiments utilizing AI assistants.

• Collaborate with the team and Operations to enhance AI workflows and refine customer playbooks.

⛳️ Requirements

• 3–5 years of experience in Customer Success or Account Management within a SaaS environment.

• Preferably experienced in dealing with mid-market, upmarket, or enterprise-level clients.

• Demonstrated success in driving adoption, retention, and long-term value through strategic relationships, particularly at the executive level.

• Proficient in engaging with C-level executives and navigating complex organizational hierarchies.

• Capable of articulating value clearly and effectively across various channels and functions.

• Consultative approach to managing customer relationships.

• Highly organized and detail-oriented; adept at prioritizing competing demands.

• Ability to tackle complex challenges and align platform capabilities with customer business objectives.

• Self-driven, coachable, accountable, and committed to following through on responsibilities.

• Quick to adapt and work collaboratively across functions.

• Comfortable learning, experimenting with, and promoting the adoption of new AI features as part of an evolving Customer Success technology stack.

• Familiarity with Planhat, Salesforce, Claude, and Gong.

🏝️ Benefits

• Employees may have the opportunity to purchase company stock or receive annual bonuses.

• Employees (and their dependents) can enroll in the company's medical, dental, vision, short-term and long-term disability, life insurance, FSA, and 401k plans.

• 13.34+ hours of paid time off each month.

• 6 self-care days.

• A day off for your birthday.

• 10 company-paid holidays each year.