Remote Enterprise Customer Success Manager

Summary

Join our Customer Success Team as an Enterprise Customer Success Manager and be a key advocate for our customers, ensuring they achieve maximum value from our platform.

Requirements

• 5+ years of experience in customer success, account management, or a related role, in a SaaS environment
• Proven track record of managing and growing enterprise-level customer relationships ($100k+ ARR)
• Strong communication, presentation, and negotiation skills
• Highly organized, self-motivated, and able to work independently in a fast-paced environment
• Aptitude to understand a technical product and to effectively speak to product features with customers
• Experience with incentive compensation management, sales performance management, or related fields is highly desirable

Responsibilities

• Understand customer business objectives and needs
• Develop and maintain strong relationships with our enterprise clients
• Act as a trusted advisor to customers throughout their onboarding, rollout, adoption, and renewal/expansion of CaptivateIQ
• Serve as a subject matter expert on CaptivateIQ’s platform
• Advocate for customer needs and requirements within the company
• Monitor customer usage and adoption of the platform
• Proactively identify and address any issues or challenges customers may face
• Drive customer retention and renewal efforts
• Negotiate contract renewals and extensions
• Identify upsell and cross-sell opportunities within assigned accounts