Manager/Senior Manager, Customer Success – Enterprise
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Job Description
Customer Success Manager guiding Everstage’s largest enterprise customers on adoption, retention, and growth. Driving strategic success plans and cross-functional outcomes for its B2B SaaS sales compensation platform.
Responsibilities:
- Build strong relationships with Everstage’s largest and most strategic customers
- Navigate complex organizations to drive value realization, account health, and customer satisfaction
- Facilitate and coordinate business functions around aligned customer goals, product adoption, success, and growth
- Coordinate cross-functional teams around customer success goals
- Work directly with customers and assemble resources to deliver appropriate experiences
- Oversee prioritized alignment across Customer Support, Implementation & Onboarding, Sales, Product, Marketing, and customer engagements
- Act as a trusted advisor, align with customer success expectations, and own account health and the overall book of business
- Define personalized strategic success plans and implement creative programs
- Set standards for proactive engagement and grow relationships across customer organizations
- Ensure contract renewals and identify and mitigate churn risks
- Identify growth opportunities and expansion of services and tools in partnership with Sales
- Ensure engagement strategies across Champions, Decision Makers, Executives, Influencers, and Daily Users
- Proactively identify and solve internal and external problems
- Use measurements, metrics, and controls to manage the customer portfolio
- Collect and analyze customer data to create a value narrative
- Bring the voice of the customer back into the business
- Drive product adoption through product updates, knowledge, training, services, and enhancements
- Monitor market trends and developments affecting the function and industry
- Provide senior leadership and Sales with account updates, especially for at-risk accounts
- Maintain thorough customer records via CRM and other internal systems
Requirements:
- Minimum of 5+ years’ experience within a Customer Success, Account Manager or Services team in a like-minded role
- Experience managing $4m+ books of business
- Significant prior experience defining and implementing success and engagement strategies
- Strong leadership skills within the team, across the company, and in managing challenging customer issues
- Strong listening skills
- Ability to prioritize accounts based on tiering and manage appropriately
- Customer-first mindset
- Ability to make decisions and act in uncertainty
- Highly collaborative and able to work as part of cross-functional teams
- Strong communication and interpersonal skills
- Ability to build professional relationships at all levels and across the organization, internally and externally
- Strong industry expertise
- Great emotional intelligence and demonstrated customer empathy
- Good project management skills
- Highly developed problem-solving and negotiation skills
- Willingness to be creative and innovative to drive continued success
- Ability to make formal and informal presentations to staff and clients
Benefits:
- Opportunity to make a real impact
- Work with a dynamic team
- Grow your skills in a fast-paced environment
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