DistantJob is hiring a
Enterprise Customer Success Manager

Summary

The job is for a Customer Success Manager in an insurance industry SaaS company. The role involves fostering relationships with key clients, creating success plans, overseeing post-sales activities, maintaining product knowledge, driving product adoption, identifying and mitigating risks, and serving as the Voice of the Customer.

Requirements

• Over 5 years of experience in Customer Success or Account Management, supporting Enterprise clients with intricate software solutions
• Demonstrated ability to establish oneself as a trusted advisor to customer stakeholders, driving positive business outcomes
• Experience in utilizing success plans to align business strategies and identify success metrics
• Familiarity with common Jira and Confluence end-user scenarios and work practices, showcasing an understanding of compromises and trade-offs between customer preferences and the company's product
• Experience in areas such as agile methodologies, project management, DevOps, automation, or IT service management (no specialized technical knowledge required)
• Ability to cultivate collaborative relationships internally, spanning product, sales, support, and marketing teams to ensure a seamless customer experience
• Self-motivated, with a strong work ethic, excellent time management skills
• Impeccable English communication
• Knowledge of Project Management Tools (no specific one)

Responsibilities

• Fostering a trusted relationship with key clients
• Creating a joint success plan aligning business strategies and goals for optimal outcomes
• Overseeing post-sales activities through effective relationship-building, utilizing product knowledge, strategic planning, and precise execution
• Maintaining an in-depth understanding of the company's product and engaging with clients to discuss features and functionalities tailored to their specific needs
• Proactively interacting with clients to drive product adoption and success using their unique solution
• Playing a key role in identifying, intervening, escalating, and mitigating risks to prevent customer churn
• Serving as the Voice of the Customer, providing internal feedback on how the company can enhance its services for their clients