Manager, Enterprise Client Success

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

📋 Description

• Take ownership of GRR and NRR performance within Dynatron’s enterprise customer portfolio.

• Formulate and implement strategies aimed at enhancing retention, product adoption, customer value, and expansion.

• Create indicators for account health, risk, adoption, and engagement.

• Develop processes for renewal and retention forecasting.

• Collaborate with Sales and GTM leaders to identify expansion opportunities.

• Define and refine Dynatron’s enterprise customer success model and lifecycle processes.

• Manage strategic enterprise relationships, escalations, renewals, and expansion discussions.

• Lead, mentor, and cultivate the Enterprise Client Success team.

• Establish and track KPIs related to customer health, adoption, engagement, retention, expansion, and time-to-value.

• Create dashboards and reporting mechanisms for portfolio performance and emerging risks.

• Enhance Client Success technology, CRM workflows, account health models, and reporting systems.

• Implement documentation, account planning, and forecasting practices.

• Forge partnerships across Sales, Product, Marketing, Finance, Operations, and customer-facing teams.

• Relay customer feedback and emerging needs to Product and business leadership.

• Collaborate with GTM Enablement on tools, training, and best practices.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or similar customer-facing roles.

• Ideally, experience in a high-growth B2B SaaS environment.

• Extensive experience managing large, complex enterprise clients with significant ARR and multiple stakeholders.

• Strong grasp of SaaS customer lifecycle management, including adoption, retention, renewal, and expansion.

• Proven track record of enhancing GRR, NRR, customer health, and retention metrics.

• At least 3 years of experience directly leading and developing customer-facing teams.

• Capability to establish high-performance standards and hold teams accountable.

• Strong coaching abilities and experience in developing strategic, commercially-focused Client Success professionals.

• Solid business acumen linking Client Success to revenue retention and growth.

• Experience crafting account strategies associated with customer outcomes, retention, and expansion.

• Comfort in handling sophisticated renewals, commercial discussions, and complex stakeholder dynamics.

• Strong analytical mindset and proficiency in utilizing customer data for strategic decision-making.

• Familiarity with developing account health frameworks, executive dashboards, retention forecasts, and customer success KPIs.

• Practical experience with Salesforce, Gainsight, ChurnZero, or comparable CRM and Customer Success platforms.

• Strong process orientation and capability to build scalable systems.

• Exceptional communication and presentation abilities with C-level customer stakeholders.

• Skill in navigating challenging customer conversations and complex escalations.

• Strong cross-functional partnership and influence skills.

• Experience in automotive retail, dealership operations, or Fixed Operations is a plus.

• Familiarity with business intelligence, advanced analytics, or product utilization platforms is advantageous.

• Experience with AI-driven customer success tools, predictive health scoring, or customer intelligence platforms is beneficial.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Equity participation through Dynatron’s Equity Incentive Plan.

• 401(k) with a competitive company match.

• Flexible vacation policy.

• 11 paid holidays.

• Employer-paid short- and long-term disability and life insurance.

• Support for home office setup.

• Remote-first working environment.

• Continuous professional development opportunities.

• Variable Compensation: $40,000 - $50,000/yr.