ജോലി വിവരണം

Company Overview

enosix is an expanding B2B SaaS firm specializing in solving difficult problems related to real-time, bi-directional integrations between SAP and front-end engagement platforms. The company's pre-built framework removes custom coding difficulties experienced by manufacturing, distribution, and technology companies, enabling sales and service teams to access live SAP data seamlessly within their engagement environment.

Role Summary

We are seeking a Customer Success Manager responsible for managing a portfolio of enterprise accounts as their main strategic adviser from initial implementation through renewal. This position is pivotal for driving customer satisfaction, product adoption, and revenue expansion within a technologically complex client base.

Key Responsibilities

Establish and nurture trusted advisor relationships with executive sponsors, IT leaders, and end users.
Gain a comprehensive understanding of customers’ business goals, SAP environments, and Salesforce ecosystems to provide customized recommendations.
Act as the customer advocate internally by sharing insights with Product, Sales, and Engineering teams to influence product roadmaps and improve processes.
Create and implement tailored Customer Success Plans aligned with each account’s objectives, adoption milestones, and expansion opportunities.
Conduct regular Executive Business Reviews presenting ROI, strategic alignment, and uncover growth potential.
Monitor and report on health metrics such as product adoption, support issues, and engagement levels.
Manage renewal forecasting and execution with a target of over 110% Net Revenue Retention.
Identify and mitigate risks early for accounts showing signs of churn, devising appropriate intervention strategies.
Collaborate with Account Executives to surface and qualify expansion opportunities including additional modules or increased users.
Develop and communicate business cases quantifying the value of enosix integrations for each customer.
Simplify complex technical integration concepts into understandable messages for both technical and business stakeholders.
Work closely with Implementation teams to ensure smooth transitions at go-live and accelerate customer time-to-value.
Promote adoption of new features relevant to order-to-cash or quote-to-cash processes by educating customers.
Create and maintain playbooks and documentation to support scalable customer success delivery.

Success Metrics

Achieve full portfolio engagement and health assessments within the first 90 days.
Deliver initial Quarterly Business Reviews showing ROI and growth prospects.
Drive key metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Gross Renewals Retention, and customer references.

Qualifications

Minimum of 3 years in customer-facing roles such as Customer Success, Account Management, or Strategic Consulting in B2B SaaS environments.
Proven experience managing complex enterprise accounts with multiple decision-makers and extended contract cycles.
Good understanding of SAP functionality, without the necessity of a consulting background.
Familiarity with Salesforce platforms (Sales Cloud or Service Cloud) from an end-user or administrator standpoint.
Background in manufacturing, distribution, or high-tech sectors with knowledge of order-to-cash or quote-to-cash workflows.
Strong analytical capabilities to develop and present business cases backed by data.
Exceptional communication skills and executive presence, comfortable addressing C-suite stakeholders.
Experience using Customer Success management tools such as Gainsight, ChurnZero, or Totango.

Preferred Attributes

Prior work experience with SAP or Salesforce ISV or SI partners.
Formal certifications or training in project management (e.g., PMP, CSM).
Exposure to integration middleware, iPaaS, or API-driven architectures.
Experience creating and managing Customer Success Plans within structured methodologies like CSQL or Gainsight Lifecycle.

Customer Success Manager