Enterprise Customer Success Manager

The enterprise architecture tool that transforms with you
Avolution builds ABACUS, the enterprise architecture platform used by large organizations to understand, plan and govern change across their business and technology.

Our customers include global enterprises and public sector organizations using ABACUS for enterprise architecture,
application portfolio management, transformation planning and,increasingly, AI governance. We have teams across the UK, USand Australia.

Strategic, commercial and highly visible
Our customers use Avolution to support major transformation,architecture and governance initiatives. One customer might bestrengtheningtheir EA operating model, another improving governance across a major transformation program, and another exploring AI governance or application portfolio optimization.

You'll build relationships from day-to-day users through to executives, and you'll be comfortable moving between detailed architecture use cases and broader conversations about value,risk and future investment. The role combines strategic account management, commercial ownership and hands-on execution.

You don't need to be an enterprise architecture expert when you join. What matters more is that you're curious,
commercially sharp and quick to get to grips with complex customers and use cases.

We're looking for someone who is collaborative, coachable and low ego, who enjoys sharing ideas with theteam and is comfortable in an environment where products,processes and priorities continue to evolve.

• Own a portfolio of 30–45 enterprise customers ($1.5–2.5
  
  MARR), with responsibility for retention, renewals and
  expansion.
• Build success plans tied to each customer's business priorities and measurable outcomes.
• Map accounts and build multi-threaded relationships across customer organizations, including senior and executive stakeholders.
• Translate complex technical use cases into clear business value.
• Identify risk early and put clear plans in place to address it.
• Proactively identify and develop expansion opportunities.
• Own renewals and growth opportunities through to negotiation and signature.
• Maintain accurate forecasts, clear next steps and strong
  
  Salesforce discipline.
• Work closely with Consulting, Product, Support and Sales todeliver strong customer outcomes.
• Travel regularly to spend meaningful time with customers inperson.
• Support enterprise procurement processes, including tenders, RFIs, RFPs and single-source justifications.

Essential

• 5+ years' experience managing your own book of clients in Customer Success, Account Management or a similar role.
• Experience owning both retention and growth, with apersonal commercial target you've consistently hit or
  exceeded.
• Experience managing complex enterprise customers with multiple stakeholders, including executives.
• Strong discovery skills and the ability to connect customer goals to measurable business outcomes.
• Strong negotiation skills and commercial judgment.
• Excellent organization, forecasting and portfolio management.
• Excellent written and verbal communication.
• The ability to learn complex products and use cases quickly.

• Experience in complex B2B SaaS or enterprise software.
• A background in enterprise architecture,transformation, governance or adjacent technology areas.
• A track record of building expansion pipeline withinan existing customer base.
• Experience working alongside professional servicesor consulting teams.
• Strong Salesforce and forecasting discipline.
• Evidence of leadership beyond your own accounts,such as mentoring colleagues, improving processesor leading team initiatives.

We're a collaborative team that values ownership, sharing ideasand doing a great job for customers.
Although…