Remote Enterprise Customer Success Manager

Summary

The job is for a Customer Success Manager at Indico Data, responsible for maintaining and growing existing business within the Indico customer portfolio. The role requires managing a portfolio of enterprise-grade customers, acting as a liaison between customers and Indico, demonstrating deep expertise in Indico's platform capabilities, and exhibiting exceptional project management skills.

Requirements

• 5+ years managing a portfolio of enterprise-grade customers, with a proven track record of driving quantifiable value and scalability outcomes in the SaaS or AI/ML space
• Curious, self-directed, and lifelong learner with passion for staying ahead of industry trends and continuously upskilling
• Technical proficiency with experience independently upskilling on complex products to the level of delivering user-based demonstrations/troubleshooting
• Proven ability to communicate at the executive level with exceptional written and oral skills
• Deep desire to build strong, lasting relationships with customers
• Demonstrated pattern of success in executing complex projects including managing stakeholder, scope, and timeline to meet high-quality outcomes

Responsibilities

• Maintain and grow existing business within the Indico Customer portfolio
• Interact directly with customers to build relationships, support their understanding of Indico, and showcase the platform’s capabilities to promote adoption/expansion
• Manage portfolio of onboarded customers through account planning, regular customer engagement and strategic consultation to drive product adoption & customer retention
• Develop and execute value realization plans tracking dimensions across product usage, customer satisfaction and benefit realization
• Act as the primary liaison for onboarded customers, driving engagement and adoption through regular check-ins, product feedback sessions, use case qualification
• Maintain detailed knowledge of each customer’s Indico footprint ensuring alignment with their evolving needs
• Collaborate closely with the Enterprise Sales team to identify and drive expansion opportunities
• Demonstrate deep expertise in Indico’s platform capabilities, providing customers with best practices related to user experience and general troubleshooting to maximize their success
• Serve as the go-to resource for customer inquiries on platform functionality, leveraging Indico’s extensive knowledge base, documentation and internal resources to address issues promptly
• Lead product demonstrations tailored to customer use cases, showcasing the breadth of our platform’s capabilities
• Understand and communicate Indico’s product roadmap to customers, to ensure transparency in upcoming features/products and continuously solicit/share customer feedback to appropriate Indico product resources
• Deliver targeted product training sessions, empowering customers to fully utilize the platform and achieve their business outcomes with confidence
• Demonstrate exceptional project management skills by proactively managing multiple customer initiatives, ensuring timely follow-through on action items, developing actionable plans for client accounts, and developing presentations for recurring business reviews
• Maintain record of customer related challenges, feature requests and their resolutions
• Develop and execute detailed project plans for customer upgrades, tracking progress, managing risks, and providing regular executive-level reporting to ensure transparency/accountability

Benefits

• $130,000 - $150,000 a year
• As part of this role candidates are eligible to participate in a commission plan on top of base salary