Enterprise Customer Success Manager, Findigs

• 7+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of large, complex enterprise accounts in a B2B SaaS environment
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders.A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base
• Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences
• Deep understanding of customer success principles, methodologies, and best practices
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup
• Strong communication skills including the ability to translate complex technical issues

Desirable

• We are looking for an experienced Enterprise Customer Success Manager to serve as a strategic partner to our largest and most complex clients, while also supporting key mid-market accounts
• This person will own the post-sale lifecycle for a portfolio of enterprise accounts, focusing on driving platform adoption, demonstrating value, and fostering long-term partnerships
• The ideal candidate is a strategic problem-solver, a skilled relationship builder, and is comfortable navigating the complexities of large organizations
• A high degree of ownership, a proactive approach, and the ability to influence key stakeholders are crucial. Fundamentally, this role is about building deep relationships and championing the success of our most strategic customers
• Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform
• Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams
• Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management