Strategic Customer Success Manager

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

📋 Description

• Cultivate and maintain strong relationships with PathFactory’s most significant and intricate enterprise accounts.

• Lead strategic initiatives aimed at enhancing customer retention.

• Ensure clients fully leverage their investment by aligning PathFactory’s platform with their business goals.

• Serve as a consultant and trusted advisor across various fields including ABM, Demand Generation, Content Marketing, Marketing Operations, IT, and Sales Enablement.

• Enhance customers’ engagement with the PathFactory platform while providing educational resources.

• Identify and create expansion opportunities within the Kaltura platform and its use cases.

• Collaborate closely with Account Executives on intricate and strategic sales processes.

• Design and implement tailored strategies for large, complex enterprise accounts.

• Spot opportunities to integrate PathFactory solutions with Kaltura offerings.

• Engage with senior executives, management, and team members across marketing and IT departments to promote adoption and value realization.

• Conduct Strategic Check-ins to assess progress and ensure solutions align with changing business objectives.

• Responsively manage account assignments based on factors such as retention, adoption, and expansion.

• Work alongside Account Executives to explore expansion opportunities.

• Foster long-term value through customized use cases for large, multinational enterprises.

• Actively seek out growth opportunities in collaboration with cross-functional teams.

• Track account health, usage trends, and engagement metrics to preemptively address risks.

• Stay updated on industry trends and best practices to offer expert guidance to customers.

⛳️ Requirements

• A minimum of 5 years of experience in an Enterprise customer success or sales role.

• Demonstrated success in driving customer engagement and retention within a SaaS context.

• Proven ability to collaborate effectively with senior executives, marketing leaders, and IT teams.

• Strong analytical and problem-solving abilities with the capacity to manage multiple stakeholders in complex organizations.

• Familiarity with the Martech industry and Enterprise technology is highly advantageous.

• Willingness to travel as needed.

• Experience managing over 20 accounts.

• Consistent achievement of retention and organic growth targets.

• Experience in pipeline management, forecasting, and executing short-term sales processes.

• Self-driven team player with innovative ideas who excels in a collaborative environment.

• Proven experience working with Fortune 500 companies.

🏝️ Benefits

• Hybrid work model.

• Flexible work environment.

• Inclusive and collaborative workplace culture.

• Opportunities for professional growth and development.