- Company Name
- Enable
- Job Title
- Senior Customer Success Manager, Enterprise
- Job Description
-
**Job title:** Senior Customer Success Manager, Enterprise
**Role Summary:**
Lead the end‑to‑end success of strategic and enterprise customers for an AI‑driven pricing and rebate SaaS platform. Act as the trusted advisor, ensuring adoption, value realization, retention, and expansion throughout the customer lifecycle.
**Expactations:**
- Deliver measurable business outcomes and ROI for assigned enterprise accounts.
- Maintain high NPS/CSAT scores and achieve renewal and upsell targets.
- Proactively identify risks, mitigate issues, and prevent churn.
- Serve as the primary escalation point and champion for customer needs internally.
- Collaborate with implementation, product, sales, and support teams to continuously improve the offering.
**Key Responsibilities:**
- Build and nurture long‑term relationships with stakeholders from end users to C‑level executives.
- Develop and execute tailored Strategic Account Plans aligned with customer goals.
- Oversee the customer journey from onboarding through full product adoption, working closely with the Manager of Implementations.
- Present product value, act as product consultant, and drive de‑commissioning of legacy systems.
- Capture customer feedback and partner with Product, Sales, and Support to influence roadmap and process enhancements.
- Identify expansion, upsell, and renewal opportunities; convert Customer Success Qualified Leads into revenue.
- Monitor and act on at‑risk accounts; develop churn mitigation strategies.
- Mentor and support fellow CSMs; contribute to departmental OKRs and quarterly business goals.
- Lead or participate in cross‑functional projects aimed at improving customer success operations.
- Maintain accurate CRM records and reporting on account health, adoption metrics, and revenue forecasts.
**Required Skills:**
- Enterprise‑level relationship and stakeholder management (including C‑suite).
- Strategic account planning and execution.
- Strong communication, presentation, and negotiation abilities.
- SaaS/AI platform experience, preferably in pricing, rebate, or revenue management.
- Data‑driven decision making and ability to translate insights into action.
- Problem solving, risk assessment, and issue resolution.
- Cross‑functional collaboration and influence without authority.
- Proven track record of meeting renewal, upsell, and NPS/CSAT targets.
- Proficiency with CRM (e.g., Salesforce) and customer success tools.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Finance, Marketing, Computer Science, or related field; MBA or equivalent advanced degree preferred.
- Minimum 5+ years experience in SaaS Customer Success, Account Management, or Consulting with enterprise accounts.
- Relevant certifications (e.g., Certified Customer Success Manager – CCSM, or equivalent) are a plus.