Enterprise Customer Success Manager

Summary

Join Ncontracts as an Enterprise Customer Success Manager and manage a portfolio of Enterprise and Strategic clients, driving business outcomes and ensuring revenue retention. You will act as a trusted advisor, collaborating closely with customers to understand their objectives and support their long-term success. This role involves managing the post-sales customer journey, from kickoff to advocacy, and working cross-functionally with various teams. You will also prepare and deliver Business Reviews, develop a deep understanding of Ncontracts' solutions and the customer's business, and track customer growth opportunities. The ideal candidate will have 5+ years of experience in a similar role at a SaaS organization, experience with complex customers, and a proven track record of success. Ncontracts offers a fun, fast-paced work environment with excellent benefits.

Requirements

• 5+ years of proven experience in Customer Success, Account Management, Business Development, or another senior level client-facing role at a SaaS organization
• Experience in working with complex, multi-divisional, multi-geographical customers
• Experience developing relationships with customer C-Suite
• Demonstrated ability to influence and/or affect change
• Analytical both quantitatively and qualitatively: must be comfortable with PowerPoint, Excel, Word and willing to learn new programs
• Expert at juggling dozens of competing demands and managing limited time
• Team-oriented and results driven to get things done for our customers
• Proven track record of being a strategic Customer Success Manager
• Passionate about building a great company and a great product
• Intellectually curious, adaptable, catalyst​
• Ideal team player: hungry, humble, smart​
• Customer focused​

Responsibilities

• Manage a portfolio of Enterprise & Strategic clients in their post-sales customer journey including kickoff, adoption, renewals, and advocacy
• Drive business process recommendations to accelerate the adoption, retention, expansion, and value achievement while identifying and resolving risk
• Stay on top of evolving product/service offerings for high-touch Enterprise and Strategic level clients
• Work cross-functionally with Product, Sales, Support and others; facilitate conversations to help drive outcomes
• Track & monitor customer base and collaborate with account team on growth and expansion opportunities
• Prepare and deliver Business Reviews effectively and strategically
• Develop an advanced knowledge of our SaaS software solutions and related services​
• Develop a generalized understanding of our typical customer’s business and the outcomes they look to achieve with our solutions​
• Develop a specific working knowledge of named customer’s business and the outcomes they look to achieve with our solutions​
• Develop a working knowledge of the market and environment in which our customers operate​

Benefits

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days