Enterprise Customer Success Manager

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

📋 Description

• Strive to deliver a premier customer experience utilizing internal tools, templates, and procedures.

• Develop Success Plans for your clients, incorporating touch points/milestones, cadences, contacts, business reviews, and more.

• Identify methods to swiftly generate high return on investment (ROI) value for our customers’ BeyondTrust purchases and expedite the adoption of our products.

• Address escalated customer satisfaction issues as necessary.

• Collaborate across departments with Sales, the Technical Account Management team, Renewals, and others to ensure BeyondTrust is well-informed about our customers and their current product usage state.

• Inform our customers about upcoming opportunities, training sessions, and webinars. Ensure they are aware of forthcoming campaigns, events, and forums, as well as the value these bring to their current and future investments.

• Act as an advocate for the customer—provide them with relevant case studies, inform them about upcoming releases and new products. Internally report on customer issues and feature requests, ensuring their product requests are duly considered.

• Review health check findings and guarantee that actions are established, monitored, and resolved promptly by the responsible teams, facilitating issue resolution across various teams.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success or Customer Management.

• Proficient in developing success plans and assessing customer health scoring.

• Excellent organizational abilities and capacity to manage multiple customers in a fast-paced setting.

• Proven experience in tracking actions, resolving issues, and de-escalating customer concerns.

🏝️ Benefits

• Diversity and Inclusion are not just phrases for us; they are the core values that guide how we build our teams, nurture leaders, and foster a culture of connection.

• We prioritize the well-being of our employees so they can effectively support our customers. Our customers come from diverse backgrounds, just like us. We recruit exceptional individuals from various walks of life because our collective differences make us stronger together.