Enterprise Customer Success Manager

Summary

Join Propelus as an Enterprise Customer Success Manager (CSM) to manage strategic relationships with large, high-value enterprise customers, driving product adoption, identifying upsell and cross-sell opportunities, and aligning the company's offerings with the customer's evolving business needs.

Requirements

• Bachelor's degree (or equivalent experience)
• 5+ years of experience in customer success, account management, or a related role, with a focus on managing enterprise or strategic accounts
• Proven track record of managing large, complex accounts, with a strong emphasis on account growth, upselling, and cross-selling
• Demonstrated ability to build and nurture relationships with C-level executives and senior stakeholders within enterprise organizations
• Exceptional communication, negotiation, and presentation skills, with the ability to influence and align diverse stakeholders
• Highly organized with strong project management and multitasking skills, capable of managing multiple large accounts simultaneously
• Strong problem-solving abilities, with a solution-oriented mindset and the ability to navigate complex challenges
• Proficiency in CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, ChurnZero)

Responsibilities

• Strategic Customer Relationship Management: Build and maintain strong relationships with key stakeholders at the executive and decision-making levels within large, complex enterprise accounts
• Account Growth: Identify and drive opportunities for revenue growth within enterprise accounts through strategic upselling, cross-selling, and expansion
• Tailored Success Planning & Execution: Develop and execute customized success plans for each enterprise customer, ensuring that they are fully leveraging the company's solutions
• Collaboration with Cross-Functional Teams: Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer journey from onboarding to expansion
• Customer Health & Risk Management: Monitor and assess customer health indicators (e.g., product adoption, usage, satisfaction, and ROI) for early identification of potential risks to account retention or growth
• Customer Advocacy & Issue Resolution: Act as the customer advocate internally, ensuring their voice is heard in strategic discussions
• Performance Tracking & Reporting: Track, analyze, and report on key performance metrics, including customer success KPIs, revenue retention, and product adoption
• Product & Industry Expertise: Develop deep product expertise and a solid understanding of the customer's industry, challenges, and competitive landscape

Benefits

• Awarded one of BuiltIn's 2023 Best Place to Work
• Professional development allowance to help you grow in the ways that mean the most to you
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent
• 401K with company matching
• Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents