Enterprise Customer Success Manager

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

📋 Description

• Manage a designated portfolio of Premier and Strategic accounts on a global scale.

• Establish and nurture executive-level customer relationships.

• Develop and implement success plans focused on customer outcomes.

• Conduct commercially structured Quarterly Business Reviews (QBRs).

• Maintain extensive product knowledge of Sedna Email, Prefix, and VMS.

• Regularly assess account health and respond to risk indicators.

• Collaborate with Account Executives on renewal discussions while they handle the closing process.

• Identify and advance expansion opportunities in partnership with Account Executives.

• Organize training delivery in collaboration with the Education team.

• Ensure a seamless onboarding process with the Programme Manager.

• Provide pertinent account context to Education Specialists prior to training sessions.

• Work with Support and Product teams to close feedback loops and relay customer insights.

• Monitor key performance indicators related to retention, renewal, expansion, QBRs, escalations, executive relationships, and training coordination.

⛳️ Requirements

• Extensive experience managing intricate, high-value B2B accounts at a senior level, demonstrating a successful history of maintaining executive relationships and co-managing commercial outcomes with Sales.

• Strong executive presence with the ability to maintain relationships during challenging discussions.

• A background in shipping, maritime operations, or global trade is highly preferred.

• Commercial acumen, including renewal analysis and prompt risk management.

• Clear and structured written and verbal communication skills; capable of presenting to senior stakeholders and leading commercial discussions.

• Familiarity with Salesforce or similar CRM systems.

• Experience with Mixpanel or Snowflake is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work environment that supports work-life balance.