Customer Success Manager, MM/ENT
Accountabilities: Manage a portfolio of approximately 40 mid-market and enterprise accounts, maximizing customer adoption, engagement, business impact, retention, and overall value.
Lead customer onboarding and ensure new customers are smoothly integrated into their sales processes, with access to the resources and guidance needed for long-term success.
Build and maintain strong, multi-threaded relationships with key stakeholders, developing a deep understanding of customer objectives and aligning solutions with their business priorities.
Conduct regular customer check-ins to communicate outcomes, address challenges, identify optimization opportunities, and strengthen long-term relationships.
Analyze customer usage and health metrics to identify potential risks, recommend relevant solutions, and proactively drive adoption and expansion opportunities.
Lead renewal activities by consistently demonstrating customer value and developing proactive strategies to support retention and account growth.
Identify opportunities for upselling based on customer needs, usage patterns, business goals, and the potential value of additional capabilities.
Provide technical support to customers when needed, helping resolve issues and maintain a positive customer experience.
Represent the customer internally by sharing feedback, requirements, and insights with relevant teams to help improve the product and customer experience.
Requirements:
5+ years of B2B SaaS customer success experience, ideally managing a portfolio of 40+ accounts with a strong record of successful renewals.
At least 2 years of experience in customer onboarding and support, with the ability to guide customers through resources, processes, and adoption milestones.
2+ years of experience in an SDR or SDR management role, providing a strong understanding of sales development and revenue workflows.
Familiarity with modern sales technology and platforms such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo.
Strong data analysis skills, with the ability to interpret customer usage and health metrics and translate insights into proactive action plans.
Excellent written and verbal communication skills, with the ability to build trusted relationships and communicate effectively with stakeholders at different levels.
A self-starting mindset and demonstrated ability to quickly learn and work with evolving SaaS products, ideally within an early-stage or rapidly growing environment.
Strong ownership, adaptability, and cross-functional collaboration skills, with the ability to manage multiple priorities and responsibilities in a fast-paced setting.
Benefits:
Compensation range of $175,000–$200,000 .
Equity opportunities.
Commission opportunities.
Competitive compensation designed to recognize contribution and market experience.
Generous perks and comprehensive benefits.
Fully remote work within the United States, with the role aligned to the Eastern Standard Time Zone.
Opportunity to work closely with mid-market and enterprise customers and contribute to the evolution of a rapidly developing SaaS product.
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