Enterprise Customer Success Manager

Summary

Join RepeatMD, a leading B2B SaaS company in the Aesthetics and Wellness 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. Responsibilities include onboarding, client advocacy, strategic planning, usage monitoring, renewal management, issue resolution, and performance reporting. This role requires experience in customer success or account management, a solid understanding of SaaS solutions, and excellent communication and analytical skills. We offer competitive compensation, comprehensive benefits, and the opportunity to work with a passionate team. The position is hybrid for those in NYC. Apply today!

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

• Develop and maintain deep, strategic relationships with enterprise clients, acting as their main point of contact and trusted advisor
• Oversee the onboarding process for new enterprise clients, ensuring a smooth transition and comprehensive training on the company’s products and services
• Depending on client expectations, Enterprise CSM may also be required to travel to client for launch events and other required in-person activities
• 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
• 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
• 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
• Manage the renewal process, ensuring high retention rates and identifying opportunities for upselling additional products and services
• Proactively identify and address potential issues before they become problems, ensuring timely resolution and maintaining client satisfaction
• Track and report on key performance metrics outlined below
• Gather and analyze client feedback to identify areas for improvement and collaborate with Product and Engineering teams to enhance the product offering
• 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)
• Annual performance reviews
• This will be a hybrid role for anyone living in NYC