- Company Name
- Modjo
- Job Title
- Customer Success Manager - Enterprise
- Job Description
-
**Job title:** Customer Success Manager – Enterprise
**Role Summary:**
Lead the enterprise customer success function, managing a portfolio of 10–15 key Tier‑1 accounts. Own the end‑to‑end customer journey from onboarding to retention, steering adoption, securing long‑term renewals, and driving expansion while serving as the primary voice for enterprise customers in product and strategy discussions.
**Expectations:**
- Build trust‑based relationships with C‑level, VP, and operational stakeholders.
- Deliver high‑impact, mission‑critical adoption across complex, cross‑functional teams.
- Influence product roadmap through deep customer insights and AI‑product acumen.
- Demonstrate ownership, data‑driven decision making, and entrepreneurial execution.
**Key Responsibilities:**
1. **Enterprise Relationship Management** – Own 10–15 enterprise accounts, maintain executive sponsorship, and serve as the strategic CSM.
2. **Strategic Onboarding & Adoption** – Design and lead customized onboarding and deployment plans that account for enterprise processes, security, and scale.
3. **AI & Product Advocacy** – Translate customer needs into product feedback, collaborate with Product & Engineering, and champion AI‑powered capabilities.
4. **Cross‑Functional Project Management** – Lead multi‑departmental initiatives, manage timelines, risks, and ensure high delivery standards.
5. **Retention & Expansion** – Secure renewals, build account plans with clear success metrics, and identify expansion opportunities across teams and geographies.
6. **Voice of Enterprise** – Synthesize and present customer insights to influence roadmap, priorities, and operational improvements.
**Required Skills:**
- 3–6+ years of enterprise customer success, account management, or related experience.
- Proven track record of managing complex, cross‑functional account deployments.
- Strong strategic and analytical thinking with data‑driven problem solving.
- Excellent communication, relationship building, and executive‑level persuasion.
- Deep curiosity and understanding of AI/ML concepts and their product impact.
- Project management rigor; experience coordinating product, tech, and sales teams.
- Ability to thrive in a fast‑growth, startup‑style environment with autonomy and accountability.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Engineering, or related field (or equivalent experience).
- Relevant certifications in Customer Success (e.g., CSM), Project Management (e.g., PMP), or Product Management (e.g., AIPMM) are a plus.