Enterprise Customer Success Manager

Location: Palo Alto, CA or San Francisco, CADepartment: Account Management/Customer SuccessAs an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program.This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.What You'll Do:Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and executionManage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.)Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identifiedWork closely with your Account Executive counterpart to develop a joint success plan for your customersConstantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churnServe as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retentionMaintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirementsIncrease customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business ReviewsWork closely with Product and Engineering on identification/tracking of enhancement requestsHandle escalations and work across teams to resolve issuesImprove upon our existing approaches to customer engagement and account management leveraging our CS platformWhat We're Looking For:5+ years of experience in Enterprise Customer Success ManagementExcellent project management and organizational skills in a high pressure environment, working with high value customersBe able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solveAttention to detail is a mustHigh energy, go-getter with fresh ideas who takes the initiative to get things doneBachelor’s degree preferred or similar working experience

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