Remote Enterprise Customer Success Manager

Summary

Join our mission to revolutionize the medical aesthetics industry as an Enterprise Customer Success Manager. You will build and maintain strong relationships with key clients, aligning our SaaS solutions with their business goals. Your focus is on driving adoption and satisfaction, advocating for client needs within our organization.

Requirements

• Previous experience in customer success, account management, or a related customer-facing role, particularly with enterprise-level clients
• A solid understanding of SaaS or technology solutions and familiarity with the enterprise market
• Ability to build and maintain strong, strategic relationships with clients, acting as a trusted advisor
• Excellent communication skills, both verbal and written, to effectively engage with clients and internal teams
• Strong analytical and problem-solving skills to identify client needs and resolve issues promptly
• Ability to develop and execute strategic account plans aligned with client objectives
• Dedication to advocating for customer needs within the organization and ensuring client satisfaction
• Proficiency in managing multiple client accounts, prioritizing tasks, and meeting deadlines
• Experience collaborating cross-functionally with sales, product, and support teams to drive customer success
• Understanding of performance metrics and ability to track, analyze, and report on key success indicators
• Willingness to stay updated on industry trends and best practices in customer success

Responsibilities

• Client Relationship Management: Develop and maintain deep, strategic relationships with enterprise clients, acting as their main point of contact and trusted advisor
• Onboarding and Training: Oversee the onboarding process for new enterprise clients, ensuring a smooth transition and comprehensive training on the company’s products and services
• Client Advocacy: Serve as the voice of the client within the company, advocating for their needs and working with internal teams to ensure client requirements are met
• Strategic Planning: Develop and execute account plans that align with the client’s business objectives and drive maximum value from the company’s solutions
• Regular occurring cadences with clients including Staff training, QBRs, etc
• Usage and Adoption: Monitor client usage data and provide insights and recommendations to drive product adoption and ensure clients are leveraging the full potential of the company’s solutions
• Renewals and Upsells: Manage the renewal process, ensuring high retention rates and identifying opportunities for upselling additional products and services
• Issue Resolution: Proactively identify and address potential issues before they become problems, ensuring timely resolution and maintaining client satisfaction
• Performance Metrics: Track and report on key performance metrics outlined below
• Client Feedback: Gather and analyze client feedback to identify areas for improvement and collaborate with Product and Engineering teams to enhance the product offering
• Best Practices: Share industry best practices with clients to help them optimize their use of the company’s solutions and achieve their business goals

Benefits

• Competitive salary
• Employee Bonus Plan
• Medical, Dental, Vision, and 401k through Justworks
• Stock options
• Unlimited PTO
• Parental leave; (12-weeks maternity and 4-weeks paternity leave) because we know that being a parent is the most important job you’ll ever have
• Annual performance reviews