Manager/Senior Manager, Customer Success – Enterprise

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

📋 Description

• Cultivate robust relationships with Everstage’s most significant and strategic clients.

• Navigate intricate organizational structures to enhance value realization, maintain account health, and ensure customer satisfaction.

• Facilitate and coordinate business functions aligned with customer objectives, product adoption, success, and growth.

• Manage cross-functional teams focused on achieving customer success goals.

• Collaborate directly with customers and assemble necessary resources to provide tailored experiences.

• Oversee prioritized alignment across Customer Support, Implementation & Onboarding, Sales, Product, Marketing, and customer engagements.

• Serve as a trusted advisor, aligning with customer success expectations, while owning account health and the overall portfolio.

• Create customized strategic success plans and execute innovative programs.

• Establish benchmarks for proactive engagement and foster relationships throughout customer organizations.

• Ensure contract renewals and proactively identify and mitigate churn risks.

• Recognize growth opportunities and service expansions in collaboration with Sales.

• Develop engagement strategies targeting Champions, Decision Makers, Executives, Influencers, and Daily Users.

• Anticipate and resolve internal and external challenges.

• Utilize metrics, measurements, and controls to effectively manage the customer portfolio.

• Gather and analyze customer data to craft a compelling value narrative.

• Represent the voice of the customer within the organization.

• Promote product adoption through updates, knowledge sharing, training, services, and enhancements.

• Track market trends and developments that impact the function and industry.

• Provide senior leadership and Sales with account updates, particularly for at-risk accounts.

• Maintain comprehensive customer records using CRM and other internal systems.

⛳️ Requirements

• At least 5+ years of experience in Customer Success, Account Management, or Services in a comparable role.

• Proven experience managing a business portfolio exceeding $4 million.

• Extensive experience in defining and executing success and engagement strategies.

• Demonstrated leadership abilities within teams, across the organization, and in addressing challenging customer situations.

• Excellent listening skills.

• Capability to prioritize accounts based on tiering and manage them effectively.

• Customer-first mentality.

• Competence in making decisions and acting amid uncertainty.

• Highly collaborative, capable of working within cross-functional teams.

• Outstanding communication and interpersonal abilities.

• Capacity to forge professional relationships at all levels, both internally and externally.

• Strong industry knowledge.

• High emotional intelligence and demonstrated empathy for customers.

• Proficient project management skills.

• Advanced problem-solving and negotiation capabilities.

• Openness to creativity and innovation to drive ongoing success.

• Ability to deliver formal and informal presentations to staff and clients.

🏝️ Benefits

• Opportunity to make a significant impact.

• Collaborate with a dynamic team.

• Enhance your skills in a fast-paced environment.