Senior Enterprise Customer Success Manager, Dragonboat

• Bachelor’s degree is required
• 6+ years of customer advocacy and engagement experience in customer success, account management, or post-sales relationship management
• 4+ years in a B2B SaaS environment
• ​​3+ years of experience managing customer renewals and upsells for Fortune 1000 companies
• Experience managing large enterprise accounts
• Strong communication skills and technical aptitude
• Familiarity with Salesforce, Zendesk, Jira, ADO, and other Software-as-a-Service
• Excellent organization, project management, and time management skills
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done

Desirable

• Manage all post-onboarding activities for Dragonboat’s mid-market and enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Demonstrate ability to understand the customers’ needs, develop and establish new business relationships, and provide thought leadership to influence and build trust at different customer levels, including senior/executive management,
• Own and drive Enterprise revenue expansion by identifying product adoption and upsell opportunities throughout the customer lifecycle
• Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess the impact of Dragonboat on team productivity
• Devise action plans to improve retention with periodic “health checks” to optimize customers’ product usage
• Work closely with Product, and Customer Support on the identification and tracking of product improvement requests, troubleshooting, and bugs
• Become a passionate customer advocate and Dragonboat product expert to better serve our enterprise customers by adopting industry-leading Product Operating Model (POM) processes