Enterprise Customer Success Manager

Summary

Join Secure Code Warrior as an Enterprise Customer Success Manager and lead the strategic planning and execution for enterprise clients. You will drive product adoption, ensure customer satisfaction, and foster growth and retention. Responsibilities include developing onboarding processes, collaborating with internal teams, tracking client performance, and building strong client relationships. You will also present business reviews, work with sales and renewals teams, and escalate client issues effectively. This role requires proven experience in customer success, account management, or sales within a technology company, along with strong communication and collaboration skills. A Bachelor's degree is required.

Requirements

• Proven experience working in customer success, account management, renewals, or sales
• Demonstrated working experience within a technology or software company, ideally for a SaaS or subscription enterprise software company
• Experience driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
• Proven ability to develop client strategies, translate them into real initiatives, track successful delivery, and put customer technical programs into action
• Ability to work with distributed teams across cultures and geographies
• Possess strong communication and interpersonal skills
• Agility and flexibility in responding to evolving business priorities and dealing with challenges
• Experience successfully working with executives and decision-makers
• Strong operational and business-building skills that will drive organizational efficiencies and customer satisfaction
• Ability to collaborate across the organization and with external clients and partner stakeholders
• A Bachelor's degree from an accredited college or university required

Responsibilities

• Set the overall vision and strategic plan for your customers within our enterprise segment, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention
• Develop customer onboarding and success motions integrating processes, content, and data insights
• Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across your customer base
• Drive operational practices to track performance of your clients, ensuring that a success plan is followed throughout their journey
• Cultivate, build, and maintain relationships with multiple levels within your assigned customers' organization, from program management to economic decision-makers
• Build and consistently present quality business reviews for your assigned book of business, showcasing metrics, defined value, outcomes, product roadmap, relationship alignment, and usage best practices
• Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices.Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
• Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
• Help mitigate churn and drive expansion through strong customer advocacy and referenceability