About our Client: Our client is a high growth NYC Saas startup offering performance and engagement solutions that help companies maximize the value of their employees. They leverage employee and customer data to blend real-time performance management with personalized microlearning and advanced gamification, They are currently building out their NYC office and Customer Success team and offer fantastic office culture, full benefits, matching 401k, and more. They are well funded and this is an great opportunity to get in early and make an impact!
About the Role: The Enterprise Customer Success Manager is the ultimate owner of the client relationship once it transitions from sales and implementation. The relationship is extremely high touch and ongoing so the ideal Enterprise Customer Success Manager will have excellent consultative skills within a technology environment.
Responsibilities:
- Manage a $10M+ portfolio of Enterprise Accounts across all stages from implementation through expansion and retention. Key focus on achievement of both renewal and expansion quotas for your portfolio.
- Contribute to thought leadership in the marketplace through creation of whitepapers and delivery of dynamic and engaging public presentations at customer conferences and industry gatherings to represent and extend the brand.
- Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale.
- Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business.
- Work with customers to develop and execute a success plan that outlines how the technology will address their business needs and measure performance against established metrics/KPI’s.
- Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow the business and platform.
- Actively update customers on the evolution of the product. Show how the product evolution will continue to enhance functionality and support customers’ evolving use cases and business needs.
- Collaborate with Sales, Marketing, Product, and the Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all available resources to drive customer success.
- Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs.
- Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement.
Requirements:
- 5-10+ years of customer success management experience leading a $10M+ portfolio of Fortune 1000 clients at a software company [SaaS model] or management consultancy [Bain, Deloitte, McKinsey], with an emphasis on renewals and expansion.
- Comfortable discussing both commercial and technical topics and leading commercial negotiations with senior executives and procurement teams.
- Deep quantitative analysis skills, with proven business insight and judgment.
- Ability to rapidly develop and deliver creative business solutions for complex business problems.
- Experience implementing and using a variety of customer and commercial management tools and technologies (Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries).
- Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member.
- Thrives working within a globally dispersed, multilingual team.
- Excellent presentation and storytelling skills and ability to establish credibility and develop evangelistic relationships with C-level executives.
- BA or BS required. MBA preferred.
Compensation: competitive base salary, bonus + options+ employee benefits