Senior Customer Success Manager, Enterprise

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

📋 Description

• Oversee primarily the most significant and intricate Strategic and Enterprise clients throughout their collaboration with Enable.

• Assist clients in achieving their objectives, realizing business outcomes, and maximizing the value derived from Enable’s platform.

• Take ownership of the overall success of assigned clients and deliver value throughout their journey.

• Collaborate with the Manager of Implementations during onboarding, feature deployment, and legacy system phasing out.

• Stay involved during the implementation phase and swiftly address any risks and issues.

• Serve as a reliable advisor and product consultant.

• Promote product adoption and enhance customer value.

• Recognize opportunities for upgrades, expansions, renewals, and customer retention.

• Formulate strategies to reduce churn for accounts at risk.

• Cultivate enduring customer relationships and present insights to stakeholders, ranging from end users to C-level executives.

• Act as the primary escalation point for customer issues and manage risk mitigation and resolution strategies.

• Collect customer feedback and collaborate with Product, Sales, and Support teams.

• Create customized Strategic Account plans and drive measurable outcomes and ROI.

• Manage NPS and CSAT metrics and pursue advocacy opportunities.

• Mentor colleagues and assist with the screening, interviewing, and onboarding of new team members as needed.

• Contribute to Customer Success quarterly targets, OKRs, projects, and initiatives.

• Keep precise customer records in Planhat.

⛳️ Requirements

• At least 6 years of experience in Customer Success management within the SaaS sector.

• Demonstrated experience managing clients across Strategic and Enterprise segments.

• Proven history of success in meeting departmental and personal objectives.

• Ability to coordinate with multiple senior stakeholders both internally and externally.

• Record of high achievement in Customer Success roles, including positive metrics for expansion and retention.

• Effective communication skills with C-Level stakeholders.

• Outstanding prioritization abilities.

• Capability to collaborate effectively with internal teams.

• Flexibility in a rapidly changing hyper-growth environment.

• Previous experience in the rebate or supply chain industry (preferred).

• Familiarity with Enable’s products and customer base (preferred).

• Advanced training or certifications in Customer Success or related areas (preferred).

• Occasional travel may be necessary.

🏝️ Benefits

• Paid Time Off: Generous days off plus 8 bank holidays.

• Private Health Insurance: Health and life coverage for you and your family.

• Electric Vehicle Scheme.

• Attractive Bonus Plan based on company or individual performance.

• Equity Program with additional options linked to tenure and performance.

• Internal mobility program.

• Training, workshops, and courses for professional development.

• Reasonable adjustments available during recruitment or in the role.