Enterprise Customer Success Manager, Pathstream

• At least 5 years of work experience with 3+ years of experience in a Customer Success Manager role in B2B SaaS, working with enterprise customers
• Comfort with ambiguity, fast turnarounds, asking questions to understand a root cause, and providing creative solutions
• Strong interpersonal skills and ability to work collaboratively
• Excellent communication and presentation skills; comfortable presenting to C-suite executives
• Detail oriented, ability to manage multiple priorities at once
• Demonstrated understanding of business value drivers
• Passion for our mission and desire to work in fast-paced social enterprise

Desirable

• The Enterprise Customer Success team ensures that all customers get the highest value from Pathstream’s products and services
• Our best-in-class Customer Success Managers build strong relationships with clients, understand their business needs and goals, and provide strategic guidance and support to help them achieve success
• As a Customer Success Manager you effortlessly balance account strategy and detailed project management
• Customer Success Managers work with 3-5 enterprise level accounts from kickoff to launch, partnering closely with our Sales, Product, Career Services, and Operations teams
• Reports to: Head of Customer Success
• Understand clients' business objectives and challenges, and work collaboratively to develop strategies for achieving their goals using our products or services
• Act as the main point of contact for customers, addressing their needs, resolving issues, and ensuring they get the most value from our products
• See around corners and advise customers on best practices based on a broad market understanding of how to drive employee retention, engagement, and performance
• Monitor client usage and performance metrics
• Develop and deliver regular business reviews and performance reports to clients, highlighting key achievements and areas for improvement
• Conduct training sessions and webinars to educate customers on product features, best practices, and updates
• Be part of an account team with an Account Manager and Implementation Manager to ensure high retention and drive expansion opportunities
• Project manage kickoffs and launches
• Onboard new clients, ensuring a smooth and successful implementation process, and providing training and support as needed
• Collaborate across Product, Engineering, Sales, Operations, and Career Services
• Act as a liaison between clients and internal teams, relaying feedback, feature requests, and product enhancements to drive continuous improvement
• Collect and analyze customer feedback to inform product development and improve the customer experience
• Help drive customer renewals
• Proactively identify opportunities for upselling additional features or services that benefit the customer