Remote Enterprise Customer Success Manager

Summary

Join us as an Enterprise Customer Success Manager and make a significant impact in a fast-paced, innovative environment. You will be the guiding force for enterprises embarking on a journey of transformation, helping them unlock new levels of efficiency and success as they adopt our solutions for the very first time.

Requirements

• 5+ years of experience in customer success, consulting, or project management, with a focus on mid-market or enterprise accounts
• Proven experience in managing complex, multi-phase digital transformation projects with a focus on scaling impact and results
• In-depth understanding of Governance, Risk, and Compliance (GRC) frameworks (GDPR, HIPAA, SOC 2), with hands-on experience leading large-scale transformation initiatives in this space
• Strong project management skills, capable of handling multiple complex initiatives
• Excellent communication and relationship-building skills with senior stakeholders
• Proficiency in CRM tools and data analysis software

Responsibilities

• Ownership of GRR goals for a Portfolio of high-value accounts: Oversee a designated portfolio of mid-market accounts, ensuring high levels of customer satisfaction and retention while identifying opportunities for upselling and cross-selling
• Lead GRC Transformation Projects: Drive the planning and execution of GRC transformation initiatives, collaborating with clients as well as internal product teams to align project delivery goals with the customers’ business objectives
• Act as a Trusted Advisor: Serve as a consultant to CISOs and other key stakeholders, providing insights on information security best practices and compliance requirements
• Monitor Key Performance Indicators (KPIs): Track and improve leading indicator metrics such as Net Promoter Score (NPS), product adoption rates, and customer engagement levels to assess and improve the health of the customer accounts
• Conduct Quarterly Business Reviews (QBRs): Facilitate regular QBRs with clients to discuss progress, gather feedback, and ensure alignment on future goals and strategies
• As an SME, mentor / guide other CSMs: As a subject-matter expert, guide other CSMs in the team navigate complexities with their customer engagements, while also leveraging the knowledge to improve internal processes and playbooks

Benefits

• Remote First Policy
• 5 Days Working With Flexi Hours
• Group Medical Insurance (Parents, Spouse, Children)
• Group Accident Cover
• Company Sponsored Device
• Education Reimbursement Policy