Enterprise Customer Success Manager (18 month contract)

The Enterprise Customer Success Manager (18 month contract) plays a key role in driving the success and satisfaction of a diverse customer portfolio, including our top Enterprise customers and complex integrations. You'll execute strategic customer success initiatives and work closely with cross-functional teams to make sure those initiatives line up with our broader business goals.

Responsibilities

Develop and execute customer success strategies that improve satisfaction, onboarding, retention, and revenue growth; Collaborate with cross-functional teams to align customer success initiatives with overall business objectives; Act as a key advocate for customers within the organisation, making sure their needs are understood and addressed; Stay on top of industry trends and use those insights to give customers strategic recommendations; Analyse customer performance metrics and prepare comprehensive reports for internal stakeholders; Use data-driven insights to spot opportunities for continuous improvement and innovation; Give input into and implement strategies to improve customer retention; Identify and address factors that may contribute to churn; Identify and track cross-sell and upsell opportunities within the existing customer base; Partner with Sales and Marketing to develop and implement customer expansion strategies; Provide guidance and support to junior team members; Help build a culture of continuous learning, collaboration, and excellence within the team

Requirements

Experience advocating for customers at an executive level within an organisation; Track record of driving customer growth through successful cross-sell and upsell initiatives; Proven ability to collaborate across departments to drive overall business success; Experience working with SaaS products in the technology industry

Nice to have

College or university degree, or equivalent work experience; Strong skills using data analytics to drive insights and improvements; Proven ability to give strategic recommendations based on industry insights; Previous experience or certifications in customer success or customer support

Benefits

32 days of paid time off per year; Company-paid benefits that start on day 1; Remote-friendly and supportive flexible remote arrangements; Work-from-home allowance; Professional development budget