Enterprise Customer Success Manager – AEC

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

📋 Description

• Take ownership of the relationship with Unanet's most vital customers.

• Promote adoption, retention, growth, and net revenue retention within your designated book of business.

• Oversee strategic and intricate accounts while fostering relationships with key decision-makers and stakeholders.

• Meet upsell and expansion revenue goals utilizing consultative selling methods.

• Keep a comprehensive understanding of customer status, satisfaction, business conditions, projections, requirements, changes in personnel and leadership, system configurations, and partner relationships.

• Examine account organizational structures and establish relationships that broaden Unanet's influence and increase revenue.

• Spearhead strategic program development, which includes formulating project plans and communicating progress both internally and externally.

• Manage client expectations and evaluate platform adoption across client project teams.

• Discover new revenue possibilities and enhance engagement with both new and existing clients.

• Offer best practices, coaching, and training to ensure customers derive maximum value from Unanet.

• Utilize domain and product expertise to promote adoption and expansion opportunities.

• Anticipate and communicate about at-risk customers and develop retention strategies.

• Prioritize customer inquiries and coordinate cross-functional commitments using subject matter experts.

• Provide customers with updates and follow-ups on unresolved issues, requests, and escalations.

• Organize regular account reviews, present customer objectives, issues, and roadmap requests, and generate value reports.

• Document and implement customer success plans while creating customer advocates.

• Develop innovative solutions for complicated customer needs.

• Mentor newer team members and encourage a customer-centric mindset.

• Address complex requests and nuanced situations with professionalism, prompt execution, and a sense of urgency.

• Complete Customer Success onboarding within the first 30 days; establish account relationships and pinpoint expansion opportunities within 60 days; lead value-based customer calls, manage at-risk customers, and execute strategic account plans within 90 days.

⛳️ Requirements

• Over 8 years of experience in Customer Success or Account Management within a B2B SaaS setting.

• More than 5 years of experience managing enterprise or strategic accounts.

• Demonstrated experience in managing complex customer relationships, including interactions with C-level executives, to enhance adoption, renewals, and expansion.

• Experience collaborating with executives both internally and externally; comfortable leading meetings and strategy sessions with various departments and stakeholders.

• Proactive and strategic thinker adept at identifying upsell opportunities and addressing risks early in the customer lifecycle.

• Exceptional communication, negotiation, and presentation abilities.

• Capable of cross-functional collaboration, including with remote teams.

• Proficient in Salesforce and other Customer Success platforms like ChurnZero and Gainsight.

• Strong organizational and strategic planning skills, focusing on upsell and expansion strategies.

• Willingness to travel 25–30%.

• Bachelor's degree preferred, though relevant experience will be considered in place of a degree.

• Familiarity with the Architecture, Engineering & Construction (AEC) sector, with insights into its unique challenges and opportunities.

• Previous experience with ERP and/or CRM solutions.

🏝️ Benefits

• Opportunity to earn commissions in accordance with commission plans and policies.

• Eligibility for employee equity.

• Opportunity to participate in Unanet's employee benefits plans and programs.