Enterprise Customer Success Manager

Summary

Join Narvar's growing team as an Enterprise Customer Success Manager to help scale our customer base. You will own the health and success of your customers, proactively engage clients, use data insights to track client health and mitigate churn risk, and collaborate with product and engineering teams. You will also partner with sales to ensure renewal and expansion opportunities, contribute to team scalability through documentation and process optimization, and work with demanding enterprise-size accounts. The ideal candidate has 4+ years of experience as a Customer Success Manager at a SaaS company and possesses strong project management and communication skills. This role requires superb client-facing skills and the ability to articulate the value proposition of a technology platform.

Requirements

• Minimum of 4+ year’s experience as a Customer Success Manager at a SaaS company and have worked with demanding enterprise-size accounts
• Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail
• Influence product, success, support, and sales teams to get things done
• Enjoy working in a fast-paced environment and have strong project management and communication skills
• Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
• Articulate the value proposition of a technology platform to meet client needs
• Comfortable collaborating with both technical and business teams
• BA/BS

Responsibilities

• Own the health and success of your customers from go-live through to renewal and expansion
• Proactively engage your clients at the right times to demonstrate value and identify opportunities for growth and advocacy
• Use data insights to track client health, and forecast and mitigate risk of churn
• Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers
• Partner with sales counterparts to ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently
• Contribute to the scalability of the customer success team through documentation and process optimization

Preferred Qualifications

• Domain knowledge of retail, e-commerce, or logistics is a plus
• Previous start-up experience strongly preferred