Enterprise Customer Success Manager

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

📋 Description

• Establish and nurture robust, long-lasting relationships with enterprise clients, serving as the primary point of contact after the sale.

• Facilitate smooth onboarding for new clients by overseeing implementation schedules, training, and adoption strategies. Collaborate with clients to ensure they maximize the value of our solutions.

• Promote product adoption and usage by understanding client objectives, sharing best practices, and aligning product features with business goals.

• Serve as a customer advocate, representing their interests internally and collaborating closely with Product, Support, and Sales teams to influence product development and address issues.

• Manage the customer renewal process by proactively identifying and mitigating risks, overseeing renewal discussions, and ensuring high levels of customer satisfaction and retention.

• Recognize upsell and cross-sell opportunities within assigned customer accounts and collaborate with Account Managers to finalize deals.

• Track and evaluate key metrics related to customer health, taking action on potential risks or areas for improvement.

• Conduct regular strategic assessments with assigned clients, offering insights into their usage, demonstrating ROI, and aligning with their future objectives.

• Provide customer training sessions and enablement resources to ensure continued product success.

• Cultivate multi-threaded relationships across customer organizations to ensure extensive engagement and product adoption.

• Monitor, assess, and enhance leading indicators of customer relationship health such as product usage, engagement, NPS, and Customer Satisfaction.

⛳️ Requirements

• 5+ years of experience in a B2B customer-facing role, ideally in Customer Success or Account Management.

• Strong grasp of Customer Success frameworks and lifecycle management.

• Proven track record in driving customer adoption, retention, and expansion.

• Familiarity with HubSpot.

• Experience with ChurnZero or similar Customer Success software.

• Background in subscription renewal management.

• Exceptional attention to detail and organizational abilities.

• Proficiency in building and managing high-level customer relationships.

• Willingness to engage deeply and understand the intricate technical aspects of the product.

• Capability to have high-stakes discussions with a diverse range of stakeholders.

• Experience in the cybersecurity industry is an advantage.

🏝️ Benefits

• Competitive salary.

• Opportunities for career advancement.

• Flexible paid time off policy.

• Laptop reimbursement.

• Continuous training and development opportunities.