Senior Strategic Customer Success Manager

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

📋 Description

• Drive strategic expansion with Enable’s largest and most intricate enterprise clients.

• Foster multi-threaded executive relationships and oversee global account strategy.

• Take ownership of and implement success strategies for a designated portfolio.

• Direct strategic account planning, joint executive sponsorship, thought leadership involvement, and cross-functional coordination.

• Act as the global organizational client liaison across various regions and business units.

• Cultivate trusted relationships with C-level executives, stakeholders, and economic decision-makers.

• Establish executive sponsorship programs and nurture account champions.

• Gain expertise in the rebate and pricing sectors.

• Develop comprehensive account plans featuring champion mapping, whitespace analysis, opportunity strategy, and executive engagement.

• Maintain customer records, renewal forecasts, and expansion projections in Hook, Salesforce, and Clari.

• Implement MEDDPICC qualification and Force Management methodologies.

• Transform Lighthouse customers into strategic advocates.

• Promote product adoption, retention, renewal, expansion, and measurable value realization.

• Surpass GRR and NRR quotas through effective client retention and expansion.

• Collaborate with Sales to convert Customer Success Qualified Leads into expansion opportunities.

• Propel whitespace penetration and multi-entity growth within global enterprises.

• Oversee NPS and CSAT metrics, identifying opportunities for customer advocacy.

• Spot upsell, renewal, and churn-mitigation opportunities.

• Work cross-functionally with Sales, Solutions Consulting, Customer Success, Enterprise Services, Architects, COE, Product Management, and Marketing.

• Provide a personalized, white-glove experience to high-value strategic clients.

• Exhibit executive presence in board-level and C-suite discussions.

• Convey business value, ROI, risk mitigation, operational efficiency, and strategic agility.

• Position Enable as a strategic advisory partner.

⛳️ Requirements

• 6+ years of experience in the SaaS industry with a demonstrated background in Customer Success management.

• Proven track record managing clients across Strategic and Enterprise segments.

• Demonstrated success in developing and executing strategic account plans that yield measurable retention and expansion outcomes.

• Experience collaborating with Revenue teams on renewals, upselling, and account growth.

• Strong organizational and stakeholder-management capabilities.

• Executive-level communication and relationship-building skills with C-Suite stakeholders.

• Exceptional prioritization abilities.

• Strong skills in cross-functional collaboration.

• Adaptability in a rapidly changing environment.

• Previous experience in the rebate, pricing, or supply chain industry is preferred.

• Familiarity with Enable’s offerings, including Flintfox’s, and its customer base is preferred.

• Advanced training/certifications in Customer Success or related fields are preferred.

• Experience with Force Management, MEDDPICC, or similar enterprise account-management methodologies is preferred.

• Expected to travel 25% of the time for face-to-face customer meetings or company events.

🏝️ Benefits

• Paid Time Off.

• Comprehensive health and life insurance coverage for you and your family.

• Retirement savings plan.

• Lucrative bonus plan based on company or individual performance.

• Equity program with additional options related to tenure and performance.

• Internal mobility program.

• Training, workshops, and professional development courses.

• Pet-friendly offices.

• Reasonable adjustments during recruitment or in the role.