Enterprise Customer Success Manager

Summary

Join Contentsquare's Enterprise Customer Success team and play a pivotal role in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business. You will build strong relationships with executives and end-users, providing strategic guidance and ensuring customer success throughout their journey. This involves close collaboration with cross-functional teams, including Implementation, Enablement, Customer Experience, Sales, and Product. Responsibilities include relationship management, executive alignment, driving value realization, customer advocacy, program management, success planning, and acting as a subject matter expert. The role also includes renewal management, upsell identification, and thought leadership. This position requires significant experience in CSM or a similar role within a SaaS environment.

Requirements

• 5-7 years experience in CSM or similar consultative, customer-facing role (account management, management consulting), with a strong track record of supporting change management and driving adoption, renewals and upsells in a SaaS or subscription-based business
• Outstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case)
• Exceptional relationship management, with an emphasis on proven ability to build, maintain, and grow relationships at an executive level
• Self-motivated, innovative orientation, operating as a team player and collaborating effectively across departments and functions to achieve common goals
• Operational rigor and accuracy
• Proficiency with Command of the Message Framework, MEDDIC, and other common go-to-market frameworks
• Analytics mindset, comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations
• Proficient understanding of web and mobile app architecture, design, and development
• Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities
• Proven experience in a customer-facing role, with a strong track record of driving renewals and upsells in a SaaS or subscription-based business
• Exceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization

Responsibilities

• Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors
• Demonstrate an intimate and aligned understanding of the customer - their business, opportunities, challenges, objectives, and overall data maturity Prepare and lead strategic meetings with executive leadership that advance customer maturity and adoption and drive actionable and measurable outcomes and partnership success
• Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrating and communicating the value realized of our solutions to end users and buying committee
• Act as the main point of contact and advocate for customers internally
• Collaborate cross-functionally with other departments across the customer lifecycle, ensuring partnership and renewal success
• Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals and drive joint accountability to execution to realize success
• Contribute to the customer’s digital CX strategy and optimization roadmap, answer questions relating to product usage, and keep customers informed of Contentsquare news and product updates
• Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets while owning the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churn
• Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets
• Proactively share best practices, thought leadership, and industry trends, most notably with senior and executive stakeholders

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country