Enterprise Customer Success Manager

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

📋 Description

• Manage a portfolio of approximately 25 strategic enterprise accounts from the point of sales handoff through to renewal.

• Cultivate in-depth knowledge of IMPLAN data, products, and the analytical work of each customer.

• Oversee the transition from Sales to Customer Success and facilitate customer kickoffs and success planning.

• Lead the collection of data and the setup of initial projects in collaboration with customer teams.

• Outline recurring analytical tasks and design the integration of IMPLAN into customer workflows.

• Link IMPLAN outcomes to Excel models, BI dashboards, report templates, and AI tools such as Microsoft Copilot, ChatGPT, and Claude.

• Conduct quarterly business reviews and annual executive business reviews.

• Establish multi-level relationships with customers and engage in working sessions, study reviews, workshops, and executive reviews.

• Develop and manage AI-agent outreach initiatives across campuses and enhance shared agent frameworks.

• Direct technical inquiries to Support and coordinate analytical assistance with Education Services.

• Track account health using metrics like product usage, engagement, and trends in support tickets.

• Formulate ROI analyses and strategies for renewals.

• Handle renewals, including creating executive value summaries, order forms, and procurement processes.

• Maintain renewal forecasts and account activities within the CRM system.

• Identify opportunities for expansion and collaborate with Account Management.

• Lead post-renewal kickoffs and onboard newly acquired seats, teams, or services.

• Relay structured customer feedback to the Education, Product, Marketing, and Data teams.

• Develop reusable playbooks, templates, and workflows for other Customer Success Managers.

⛳️ Requirements

• 3 to 5+ years of experience in customer success within SaaS, solutions or implementation consulting, or applied economic or policy analysis, with direct engagement with large enterprises, government, or higher education clients.

• Proven ability to facilitate the adoption of complex products within customer organizations and deliver measurable outcomes.

• Comfort and confidence in interactions with executives, including conducting business reviews, drafting value summaries, and managing renewals.

• Strong analytical, problem-solving, and research skills, with the ability to navigate challenging customer datasets.

• Exceptional verbal and written communication skills.

• Ability to work independently and prioritize tasks across roughly 25 high-stakes accounts with minimal oversight.

• Willingness to travel up to 20% of the time.

• Proficiency in English.

• Bachelor’s Degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related discipline.

• Experience with AI tools such as Claude, ChatGPT, agent frameworks, MCP connectors, and APIs (preferred).

• Familiarity with IMPLAN software or understanding of input-output modeling and social accounting matrices (preferred).

• Understanding of how enterprise customers utilize economic analysis (preferred).

• Experience with Salesforce CRM, Zendesk, Pendo, and Clari (preferred).

• Familiarity with Zoom, Microsoft Teams, and Google Meet (preferred).

• Proficiency in foreign languages (preferred).

• Master's Degree (preferred).

🏝️ Benefits

• Fully remote work arrangement.

• Opportunity to collaborate with Fortune 500 teams, federal program offices and laboratories, and large campus-wide institutions.

• Travel opportunities for workshops and executive reviews.

• Professional collaboration with Education, Product, Marketing, and Data teams.