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Enterprise Customer Success Manager



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, June 7, 2024
As an Enterprise Customer Success Manager (CSM) you will be instrumental in driving revenue growth and maximizing customer lifetime value. Your primary responsibility will be to act as the primary point of contact for a multi-million dollar book of business of post-sale customers: to understand key business objectives, nurture and expand relationships, drive renewal rates, and identify opportunities to upsell additional products or services. You will build and maintain strong relationships with their customer contacts, from executive leadership to platform end-users.
This role will necessitate partnering closely with a large cross-functional team - including members of Implementation, Enablement, Customer Experience, Sales and Product - to ensure the customer is supported at every stage of their journey.

What you’ll do:

  • Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors
  • Executive Alignment: Prepare and lead strategic meetings that drive actionable and measurable outcomes and partnership success, including Strategic Business Reviews, Executive Kick-Offs, and joint Success Planning.
  • Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrate and communicate the value of our solutions to customers
  • Customer Advocacy: Act as the main point of contact and advocate for customers internally.
  • Program Management: Collaborate cross functionally with other departments within Contentsquare to aid them in the customer lifecycle, ensure the success of the partnership, and ultimately secure customer renewal.
  • Success Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals, answer questions relating to the product and keep customers informed of Contentsquare news and product updates
  • Subject Matter Expertise: Contribute to the customer’s digital CX strategy and optimization roadmap in collaboration with Professional Service Team members and Solution Experts
  • Upsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets
  • Renewal Management: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets
  • Thought Leadership: Proactively lead and maintain ongoing relationship with Executive Sponsors through Strategic Business Reviews and Executive summaries includes sharing of best practices, thought leadership and industry trends
  • Commercial Discussions: Own the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churn

What you’ll need to succeed:

  • 5-7 years experience in CSM or similar customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business
  • Highly organized, with the ability to manage a large and varied book of business (including in size, industry and use case)
  • Exceptional relationship management, with an emphasis on the ability to build, maintain, and grow relationships at executive level
  • Comfortable collaborating with various teams, but ultimately acting as key decision maker
  • Strong team player with the natural ability to collaborate effectively across departments and functions to achieve common goals
  • Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations
  • Proficient understanding of web and mobile app architecture, design, and development
  • Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities
  • Proven experience in a customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business
  • Exceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization