Enterprise Customer Success Manager

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

📋 Description

• Manage a portfolio of high-value enterprise accounts.

• Conduct Quarterly Business Reviews (QBRs), success plans, and strategic check-ins.

• Identify potential risks, growth opportunities, and customer advocates.

• Collaborate across departments to resolve customer challenges.

• Track health scores and engagement metrics.

• Assist customers in product adoption and conduct business reviews.

• Record success plans and account activities.

• Implement renewal and expansion strategies.

• Enhance customer satisfaction and product utilization.

• Reduce churn and promote renewals and expansions.

• Serve as a trusted strategic advisor for higher education clients.

⛳️ Requirements

• A minimum of 3 years of experience in B2B SaaS Customer Success.

• Ability to manage multiple priorities while maintaining a strong focus on customer satisfaction.

• Excellent relationship-building capabilities.

• Strong communication and negotiation skills.

• Experience engaging with executive stakeholders.

• Proficient in strategic thinking and planning.

• Familiarity with digital engagement platforms, email marketing tools, CRM systems, and customer success software like Gainsight.

• Comfortable utilizing customer segmentation, data analysis, and playbooks to inform decisions.

• A collaborative mindset with a focus on action, efficiency, and continuous improvement.

• Preferred: Experience in EdTech or Higher Education.

• Preferred: Experience with AI platforms, dashboards, and reporting.

🏝️ Benefits

• Employer-matched retirement plans.

• Flexible time off.

• Supportive work environment.

• Inclusive and accessible recruitment process.

• Recruitment accommodations available upon request.