As a Customer Success Leader for Enterprise Accounts, you will be responsible for driving customer satisfaction, revenue retention, and product adoption within our enterprise-level accounts. Your role will be pivotal in ensuring that our customers receive the highest level of support and value from our products and services.
Main Responsibilities:
Account Portfolio Management:
- Lead a team of Enterprise Customer Success Managers (CSMs) responsible for managing portfolios of enterprise accounts.
- Develop and implement strategies to ensure the success and satisfaction of our enterprise customers.
- Collaborate with cross-functional teams, including sales, product, and support, to align strategies and initiatives for each account.
Customer Engagement:
- Establish and maintain strong relationships with executive-level sponsors and key stakeholders within customer organizations.
- Understand the unique needs and goals of each customer and work closely with them to achieve their objectives.
- Conduct regular business reviews and check-ins to track progress and identify areas for improvement.
Revenue Retention and Product Adoption:
- Set and monitor revenue retention targets for the enterprise accounts under your purview.
- Create and execute strategies to drive product adoption and ensure customers are fully utilizing our solutions.
- Collaborate with customers to identify opportunities for upselling and cross-selling additional products or services.
Team Leadership and Development:
- Lead, mentor, and motivate a team of Enterprise CSMs to ensure they meet and exceed their customer success goals.
- Provide guidance and coaching to team members to enhance their skills and capabilities.
- Foster a culture of continuous learning and improvement within the customer success team.
Escalation Management:
- Oversee the resolution of customer escalations, ensuring timely and effective solutions.
- Maintain open and transparent communication with customers during escalations.
- Implement processes to prevent recurring issues and improve overall customer satisfaction.
Reporting and Analysis:
- Utilize data and analytics to measure and report on customer success metrics.
- Identify trends and insights to make data-driven decisions and improve customer success strategies.
- Provide regular reports and updates to senior management on the performance of enterprise accounts.
Requirements:
- Bachelor's degree in Business, Marketing, or a related field (MBA preferred).
- Proven experience in customer success, account management, or related roles in the SaaS industry.
- 3-5+ years of experience managing enterprise-level customer accounts.
- 3-5+ years of Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in data analysis and customer relationship management (CRM) tools.
- Deep understanding of SaaS products and the ability to communicate their value effectively.
- Strategic thinker with the ability to develop and implement customer success strategies.
- Exceptional problem-solving skills and the ability to handle complex customer issues.
- Results-driven mindset with a focus on achieving revenue retention and product adoption goals.
- Ability to build and maintain strong relationships with executive-level stakeholders within customer organizations.
- Proven track record of meeting and exceeding customer success metrics and targets.
