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Enterprise Customer Success Manager, America

Tandem Chat

Tandem Chat

Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Friday, June 7, 2024
Core Responsibilities:

  • As an Enterprise Customer Success Manager, you will 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 the 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

Role 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