Enterprise Customer Success Manager

Summary

Join Litify's Enterprise team as a Customer Success Manager, focusing on driving adoption and retention of 12-16 client accounts. Based remotely in the eastern US with occasional travel, you will leverage your Salesforce and Litify expertise to advise clients, lead goal-setting sessions, and solve problems creatively. You'll monitor customer health, identify at-risk accounts, and collaborate with internal and partner resources to expand Litify's presence within client organizations. Success is measured by continued expansion of Litify and Salesforce across your customers' organizations and workflows. The role requires strong communication skills and experience in customer-facing positions. A competitive salary, bonus, and benefits are offered.

Requirements

• Bachelor’s degree
• Demonstrable technical aptitude with intermediate Admin level tasks (flows, custom reports, complex formulas), Salesforce Admin Certification a Plus
• Strong aptitude for new technologies, and the ability to quickly diagnose needs and identify solutions
• 2 years experience as a Customer Success Manager (ideally with a SaaS product)
• 5 years experience in direct customer-facing positions
• Excellent written, verbal, and oral communication with experience making presentations to key stakeholders

Responsibilities

• Monitor and manage a portfolio of 12-16 client accounts to drive adoption, desired outcomes, and ultimately ensure retention and contract renewal
• Be an expert in both Litify and Salesforce in order to best advise clients and assist with on-the-spot solutioning
• Lead goal setting sessions and assist implementation teams in preparing clients for a successful launch
• Partner with clients to provide best practices, lead creative problem solving, and recommend appropriate Litify, Salesforce and AppExchange solutions
• Monitor customer health to track adoption and customer satisfaction
• Identify at-risk accounts, and in coordination with your manager, develop and deliver on customer remediation plans
• Coordinate between clients and Litify internal and partner resources to drive adoption and create opportunities for expansion
• Identify opportunities for documenting success stories for our Marketing team
• Maintain high levels of customer engagement and satisfaction
• Measure success by continued expansion of Litify and Salesforce across your customers’ organization and workflow

Benefits

Bonus