Senior Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Create and implement thorough success strategies that align our products and solutions with clients' objectives, business goals, and long-term results.

• Facilitate effective onboarding processes and enhance adoption rates to expedite time-to-value and guarantee significant business impact.

• Gain insights into clients' business models, priorities, KPIs, and use cases to direct them toward best practices and optimal use of our solutions.

• Build and sustain robust multi-threaded relationships with both business and technical stakeholders.

• Lead Quarterly and Executive Business Reviews (QBRs/EBRs) that effectively convey progress, value realization, and future possibilities.

• Act as a dependable, consultative partner, assisting clients in navigating challenges and proactively identifying areas for enhancement.

• Work closely with Sales and Account Management to pinpoint expansion opportunities, whitespace, and upsell/cross-sell potential.

• Engage in renewal planning by detecting risks early, supporting mitigation strategies, and clearly showcasing product value.

• Collaborate with Product, Engineering, Support, and Services teams to influence roadmap discussions, advocate for customer needs, and enhance the overall customer experience.

• Deliver structured customer feedback that contributes to improved product usability, adoption, and satisfaction.

• Examine usage trends, KPIs, and adoption patterns to identify opportunities for optimization and enhanced value.

• Leverage data to inform customer strategies and provide actionable insights to stakeholders at various levels.

• Assist clients in measuring and articulating the ROI gained from our solutions.

• Offer guidance and mentorship to CSM peers, contributing to the elevation of team performance.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience is required.

• 7–10+ years of experience in Customer Success, Account Management, or a related field, engaging with large enterprise customers.

• Demonstrated ability to manage intricate customer relationships with both technical and business stakeholders.

• Excellent communication, facilitation, and executive presentation skills.

• High technical proficiency and experience with Salesforce, Gainsight, or similar CSM/CRM tools.

• Proven success in driving adoption, retention, and delivering business value in enterprise settings.

• Self-motivated, proactive, and capable of leading strategy and execution with minimal supervision.

• Experience in Media & Entertainment or knowledge of music/video production workflows is a plus.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities