Senior Customer Success Manager, Enable

• Highly organized individual that can coordinate several senior stakeholders both internally and externally
• Natural rapport builder and effective communicator at the C-Level, with a passion for driving positive changes and providing first-class service delivery to customers
• Exceptional prioritization skills to balance internal projects and act as an escalation point for team and customer concerns
• Ability to work well with internal teams, balancing team and customer success with company needs and opportunities
• Adaptability to thrive in a fast-changing hyper-growth environment
• Proven Customer Success management background with a minimum of 6 years of experience in the SaaS industry
• Proven experience managing customers across Strategic and Enterprise segments
• Proven track record of demonstrated success in achieving departmental and individual goals
• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics
• Occasional travel may be required to meet with customers or attend company events

Desirable

• As a Senior Customer Success Manager, Enterprise, you will be assigned to work with predominantly our largest and most complex customers to help them reach their goals and realize maximum value from Enable during their entire partnership with Enable
• Your priority focus will be Delivering Value during the entire duration of the customer partnership, helping customers identify and realize positive business outcomes with Enable
• You will be accountable for the overall success of your assigned Strategic customers and, where required, Enterprise customers throughout their entire journey with Enable
• You will work closely with a Manager of Implementations who will be responsible for the outcomes of the implementation phase of your customers' journey
• You will remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Manager of Implementations and/or Project Manager are mitigated promptly
• The implementation phase comprises the successful accomplishment of onboarding, feature implementation and legacy-system retirement milestones
• You will become the trusted advisor who will empower our customers to sign up for additional Enable resources and solutions
• You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies
• Build meaningful, long-lasting partnerships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions
• Expertly present to customer stakeholders from end users to C-level executives
• Serve as the key escalation point for customer concerns and take ownership of the risk mitigation and resolution plans
• Work closely with team members and other departments to continually improve our offering, speak to data trends and improve customer offerings and/or processes accordingly
• Gather customer feedback and collaborate with internal teams (Product, Sales, and Support) to ensure customer needs are addressed
• Viewed as a thought leader with the ability to influence and counsel customers on programme direction and strategy
• Develop tailored Strategic Account plans to help customers achieve measurable outcomes and ROI from our software
• Work closely with the assigned Manager of Implementations to empower your customers to decommission their legacy processes and become fully confident using Enable as their Rebate source of truth
• Work closely with the assigned Manager of Implementations, you will be driving your customers through the Enable Customer Journey, from the early Onboarding stages to being fully adopted
• Ensure they are proficiently using and getting the maximum value from Enable
• Become the product consultant the customers need to maximise their ROI with Enable and be the key escalation point of contact for any customer concerns and/or risks
• Continuously learn and upskill yourself to become a rebate industry expert your customers can rely upon for best practices
• Directly maintain and, where required, drive product adoption and value for post-implementation stage customers
• Commercial Responsibility and Account Growth
• Drive Customer Loyalty and Satisfaction by proactively seeking out advocacy opportunities and managing the NPS and CSAT metrics for your assigned customers
• Identify expansion opportunities, upsell, and renewal by understanding customer needs and aligning them with our product roadmap
• Identify at-risk accounts early and develop strategies to mitigate churn
• Set a leading example amongst CSMs and offer support, ideas and mentorship to peers
• Align internal stakeholders and team members to drive customers to realise quantifiable business value from Enable
• Proactively contribute to the Success & Services department, achieving their Quarterly Business Goals and OKRs
• Identify and own new projects and initiatives to best support our team and our customers
• Maintain accurate customer records for assigned accounts in the Customer Success Platform, Planhat
• Experience expanding teams by supporting the screening, interviewing and onboarding of new starters when requested