Customer Success Manager/Director, Enterprise

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

📋 Description

• Oversee a portfolio of enterprise accounts as the main strategic contact after the sale.

• Forge strong relationships with stakeholders in insights, brand, innovation, and procurement.

• Enhance usage performance, boost rundown velocity, and ensure deposits are utilized against established usage targets.

• Recognize usage deficiencies and collaborate with the account team to develop recovery strategies.

• Spearhead onboarding and implementation processes for new accounts, business units, and user groups.

• Align on success metrics and showcase progress toward achieving them.

• Create and sustain Enterprise Success Plans that encompass account goals, stakeholder engagement, use case growth, and adoption milestones.

• Discover new research applications and broaden use cases across various business units.

• Propel accounts towards self-service and programmatic platform utilization.

• Manage renewal risks alongside the Account Management team and lead strategies for mitigation.

• Supply account insights and value evidence to support renewal and expansion initiatives.

• Identify and assess expansion opportunities, then transition them to Account Management.

• Prepare and present Quarterly Business Reviews (QBRs) to senior customer stakeholders.

• Coordinate efforts across Customer Engagement, Professional Services, Solution Strategy, Learning, and Product resources.

• Track health and usage indicators, implement playbooks, and maintain precise records in Gong, Salesforce, and other tools.

• Gather customer feedback for the product roadmap and advocate new features to accounts.

• Generate organic referrals from satisfied users.

⛳️ Requirements

• Bachelor's degree in Business, Marketing, Information Technology, market research, or a related discipline.

• 6+ years of experience in Customer Success or Account Management within a SaaS or technology platform organization.

• Minimum of 3 years managing enterprise accounts in the market research sector.

• Proven track record of retention and expansion results, measured by GRR, NRR, churn reduction, consumption against targets, or similar metrics.

• Experience in managing multi-stakeholder accounts across multiple business units, including executive and end-user relationships.

• Familiarity with technical environments, including adeptness in understanding complex systems, troubleshooting, and coordinating cross-functional resolutions.

• Strong analytical capabilities and the ability to interpret usage data and act on the insights gained.

• Outstanding organizational skills with the capacity to juggle competing priorities across a large portfolio.

• Exceptional written and verbal communication abilities, including experience presenting to senior stakeholders.

• Proficiency in Salesforce, BI or reporting tools, and either Microsoft Office or Google Workspace.

• Willingness to travel for customer meetings, conferences, and internal team gatherings.

• This employer does not sponsor applicants for work visas.

🏝️ Benefits

• Unlimited, responsible Paid Time Off (PTO).

• Health plans with a $0 deductible, in addition to dental and vision insurance.

• 401k retirement plan with automatic company contributions.

• Pre-tax benefits account for Dependent Care.

• Support for professional development.

• In-home snack allowance.

• Credits for cellphone and internet expenses.

• Provision of equipment and structured onboarding.

• Paid volunteer time.

• Fully virtual work environment offering flexibility and eliminating the need for commuting.