Enterprise Customer Success Manager Full Time

Description:

• As an Enterprise Customer Success Manager, you will set the overall vision and strategic plan for your customers within our enterprise segment, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention.
• Develop customer onboarding and success motions integrating processes, content, and data insights.
• Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across your customer base.
• Drive operational practices to track performance of your clients, ensuring that a success plan is followed throughout their journey.
• Cultivate, build, and maintain relationships with multiple levels within your assigned customers’ organization, from program management to economic decision-makers.
• Build and consistently present quality business reviews for your assigned book of business, showcasing metrics, defined value, outcomes, product roadmap, relationship alignment, and usage best practices.
• Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices.
• Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption.
• Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution.
• Help mitigate churn and drive expansion through strong customer advocacy and referenceability.

Requirements:

• Proven experience working in customer success, account management, renewals, or sales.
• Demonstrated working experience within a technology or software company, ideally for a SaaS or subscription enterprise software company.
• Experience driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices.
• Proven ability to develop client strategies, translate them into real initiatives, track successful delivery, and put customer technical programs into action.
• Ability to work with distributed teams across cultures and geographies.
• Possess strong communication and interpersonal skills.
• Agility and flexibility in responding to evolving business priorities and dealing with challenges.
• Experience successfully working with executives and decision-makers.
• Strong operational and business-building skills that will drive organizational efficiencies and customer satisfaction.
• Ability to collaborate across the organization and with external clients and partner stakeholders.
• A Bachelor’s degree from an accredited college or university required.