Enterprise Customer Success Manager

Summary

Join Catchpoint's Customer Success Team as an Enterprise Customer Success Manager (E CSM)! You will be responsible for the post-sale success of a portfolio of enterprise clients in North America, focusing on retention and growth. Success in this role involves developing a strong understanding of Catchpoint's value proposition and partnering with clients to ensure they realize value and ROI. You will build expertise in software development, internet technologies, and IT operations. Driving client success directly contributes to Catchpoint's overall success by increasing recurring revenue. The ideal candidate is customer-obsessed, highly motivated, and a problem solver.

Requirements

• Bachelor's degree or equivalent and 3+ years of experience managing a portfolio of clients, in roles including Customer Success or Account Management
• Comfortable presenting to a room, aided by strong written and verbal communication skills
• Confident, high energy, self-motivated and a true team player
• Experience persuading and satisfying senior and executive level customer contacts across an enterprise
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire learn new technologies
• Ability to understand and articulate technical concepts and derive solutions
• Must possess a proven understanding of corporate business world, prior experience in SaaS preferred
• Proficiency in SFDC and MS Office is a must

Responsibilities

• Assume full accountability of the customer journey, from Onboarding through Renewal, Cross-sell, and Up-sell
• Conduct regular business reviews and monitor account health to drive account retention and expansion
• Align Catchpoint’s value to the client’s organization, goals, and challenges. In other words, help solve client problem with Catchpoint solutions
• Drive engagement and adoption of Catchpoint’s platform
• Transform clients into partners, developing champions and obtaining executive alignment
• Champion your customer’s success by supporting and highlighting their professional achievements and growth
• Serve as the voice of the customer within Catchpoint
• Collaborate cross functionally with all parts of the business to ensure an exceptional customer experience

Preferred Qualifications

Experience working on customer renewals preferred

Benefits

#LI-REMOTE