Enterprise Customer Success Manager

Summary

Join our team as Enterprise Customer Success Manager, where you'll manage a portfolio of complex accounts, build relationships with executive-level personas, and drive revenue expansion. You'll work closely with internal resources to align outcomes with customer needs, provide regular training sessions, and participate in Dayshape implementation.

Responsibilities

• Manage and host regular customer meetings and calls
• Meet customers in-person at various points throughout the year, primarily in the UK and Europe
• Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans
• Own the commercial relationship with the customer including hosting QBRs
• Create, maintain and distribute monthly status reports, health scores and other key metrics
• Manage stakeholders throughout the customers organisation
• Monitor and encourage product usage
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers
• Align internal resources to drive outcomes with your customers
• Provide a feedback loop to our Product department
• Proactively communicate any changes or product updates to the customer and collect and share feedback