Enterprise Customer Success Manager

About the Role

Join a globally recognized SaaS leader focused on creating engaging learning experiences. As their international business expands, they are seeking an experienced Enterprise Customer Success Manager to collaborate with their most strategic global clients. This role goes beyond traditional customer success; you will act as a trusted advisor to enterprise stakeholders, ensuring customers achieve their objectives while fostering adoption, retention, renewals, and growth within a portfolio of approximately 50 key accounts.

Responsibilities

• Oversee a portfolio of over 50 of the largest and most strategic global enterprise accounts.
• Guide customers through the entire lifecycle, including onboarding, adoption, engagement, and renewal processes.
• Lead intricate renewal discussions and drive long-term customer retention strategies.
• Conduct impactful business reviews and develop success plans that clearly demonstrate value.
• Identify opportunities for account expansion and collaborate with the Sales team to achieve growth.
• Develop strategic account plans and proactively manage potential customer risks.
• Serve as the internal advocate for the customer, influencing product and business decisions.
• Work cross-functionally with Sales, Product, Marketing, Finance, Legal, and Support teams to ensure an outstanding customer experience.

Requirements

• A minimum of 8 years of experience in Customer Success, Account Management, or Sales.
• Proven experience working within a SaaS environment.
• Demonstrated experience managing a book of 50 or more enterprise customer accounts.
• A strong history of successfully managing and growing substantial customer portfolios.
• Proficiency in handling renewals, commercial negotiations, and engaging with executive-level stakeholders.
• Exceptional communication, relationship-building, and discovery skills.
• A commercially astute and customer-centric approach.
• Familiarity with Salesforce CRM.

Perks

• Opportunity to join a high-growth, customer-centric organization.
• Direct impact on customer outcomes and business success.
• Work with globally recognized brands.
• Collaborate with talented international teams.
• Autonomy to make a significant difference for customers daily.

Eligibility

This role is open to individuals with significant experience in customer success, account management, or sales, particularly within the SaaS sector and with a proven ability to manage a large portfolio of enterprise clients.