Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Senior Customer Success Manager focusing on complex enterprise clients to drive value from Enable's solutions. Managing customer relationships and ensuring successful adoption of services throughout the partnership.
Responsibilities
- As a Senior Customer Success Manager, Enterprise, you will be assigned to work with predominantly our largest and most complex customers to help them reach their goals and realize maximum value from Enable during their entire partnership with Enable.
- Delivering Value during the entire duration of the customer partnership, helping customers identify and realize positive business outcomes with Enable.
- You will be accountable for the overall success of your assigned Strategic customers and, where required, Enterprise customers throughout their entire journey with Enable.
- Work closely with a Manager of Implementations who will be responsible for the outcomes of the implementation phase of your customers' journey.
- Remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Manager of Implementations and/or Project Manager are mitigated promptly.
- Become the trusted advisor who will empower our customers to sign up for additional Enable resources and solutions.
- Seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies.
Requirements
- Proven Customer Success management background with a minimum of 6 years of experience in the SaaS industry.
- Proven experience managing customers across Strategic and Enterprise segments.
- Proven track record of demonstrated success in achieving departmental and individual goals.
- Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.
- Highly organized individual that can coordinate several senior stakeholders both internally and externally.
- Natural rapport builder and effective communicator at the C-Level, with a passion for driving positive changes and providing first-class service delivery to customers.
- Exceptional prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.
- Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.
- Adaptability to thrive in a fast-changing hyper-growth environment.
Benefits
- Paid Time Off: Take the time you need to relax and recharge
- Wellness Benefit: Quarterly incentive dedicated to improving your health and well-being
- Comprehensive Insurance: Health and life coverage for you and your family
- Retirement Plan: Build your future with our retirement savings plan
- Lucrative Bonus Plan: Enjoy a rewarding bonus structure subject to company or individual performance
- Equity Program: Benefit from our equity program with additional options tied to tenure and performance
- Career Growth: Explore new opportunities with our internal mobility program
- Free Food: Complimentary meals, snacks, and drinks on-site in our global offices
- Training: Access a range of workshops and courses designed to boost your professional growth and take your career to new heights
- Pets: Bring your pets to our welcoming, pet-friendly offices
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