Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Design and implement customer success strategies that align with business objectives, use cases, and desired results.

• Spearhead onboarding and adoption efforts to expedite time-to-value and enhance product usage.

• Develop a comprehensive understanding of customer workflows, priorities, and KPIs to guide the effective use of solutions.

• Establish and nurture relationships with key stakeholders across both business and technical teams.

• Conduct regular business reviews (QBRs) and maintain ongoing customer interactions.

• Serve as a trusted advisor by identifying challenges and proposing effective solutions.

• Collaborate with Sales and Account teams to pinpoint expansion opportunities and foster account growth.

• Track account health, identify potential risks, and implement strategies to support customer retention.

• Assist in renewal planning by emphasizing value realization and aligning future objectives.

• Work in tandem with Product, Support, and Services teams to address issues and enhance the customer experience.

• Gather and provide structured customer feedback to guide product enhancements and roadmap planning.

• Optimize internal processes and playbooks to scale Customer Success initiatives.

• Evaluate usage data, adoption patterns, and KPIs to uncover risks and opportunities.

• Deliver actionable insights and recommendations based on data analysis to customers.

• Aid customers in assessing ROI and the business impact of solutions.

⛳️ Requirements

• Bachelor’s degree or equivalent experience is required.

• 5–7+ years of experience in Customer Success, Account Management, or a related field.

• Proven experience in managing mid-to-large enterprise or complex accounts.

• Excellent communication and presentation skills, with a track record of engaging stakeholders at various levels.

• Ability to convert customer objectives into actionable success strategies.

• Proficient in tools such as Salesforce, Gainsight, or comparable platforms.

• Demonstrated success in driving adoption, retention, and customer satisfaction.

• Self-motivated individual capable of managing multiple accounts and priorities with a degree of autonomy.

• Experience in Media & Entertainment or familiarity with content creation processes is advantageous.

🏝️ Benefits

• Full-time employment.

• Remote work options available in Massachusetts or Canada.