Enterprise Customer Success Manager

Responsibilities

• Build meaningful and trusting relationships across complex, multi-divisional, multi-geographic organizations.
• Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding.
• Plan and engage in regular strategic interactions with customers where the customer realises value from the interaction and where we gain insight to future opportunity.
• Maintain alignment on outcomes, value-measurement, change management and adoption strategy.
• Analyse and respond to customer health data (Identify churn risk and work towards solutions to reduce risk).
• Identify customer issues and needs and work in partnership with internal teams and customer toward solutions.
• Identify, qualify and drive upsell and expansion opportunities to meet targets.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis.
• Function as the customer advocate and translate customer usage and feedback into actionable insights for how we can better serve our customers.
• Maintain accurate and timely data and context for all accounts enabling billing, forecasting, and crisp decision making.

• Bachelor’s degree or relevant experience.
• Demonstrated experience retaining and growing global, enterprise customers in a Customer Success Role (SaaS experience preferred).
• Experience in Project Management, influencing and aligning internal stakeholders to achieve customer outcomes.
• Advanced knowledge of Customer Success concepts, processes and techniques including customer interaction, escalation, retention strategies, opportunity identification and qualification).
• Knowledge of customer success systems.
• Advanced Knowledge/use of MS365 tools.