Customer Success Manager, Enable

• Highly organized individual who can coordinate several senior stakeholders both internally and externally
• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics
• Natural rapport builder and effective communicator with a passion for driving positive changes and providing first-class service delivery to customers
• Strong 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
• Required Education and Experience
• Proven Customer Success management background with a minimum of 4 years' experience in the SaaS industry
• Proven experience managing customers across Enterprise segments
• Demonstrated success in the achievement of departmental goals

Desirable

• As a Customer Success Manager, Enterprise, you will be assigned to work with some of our largest and most complex customers to help them reach their goals and realize maximum value from 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 that result in retaining and expanding the account
• You will be accountable for the overall success of your assigned 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
• Stakeholder Management:
• Build and maintain meaningful and long-lasting customer relationships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions
• Present to stakeholders at all levels, including end users and C-suite executives
• Serve as the key escalation point for customer concerns
• Collaborate with internal teams (Product, Sales, and Support) to address customer needs and improve offerings
• Work closely with our Product & Engineering teams to ensure the customer is aware of product enhancements, timelines and features that will contribute to their success
• Customer Success and Product Adoption:
• Work closely with the Manager of Implementations to help customers transition from legacy processes and ensure full adoption of Enable as their Rebate source of truth
• Guide customers through the Enable Customer Journey, from onboarding to proficient, value-driven use of the platform
• Continuously develop expertise in the rebate industry to provide best practices and become a trusted advisor
• Drive product adoption for post-implementation stage customers, ensuring maximum value
• Commercial Responsibility and Account Growth:
• Develop tailored Strategic Account Plans that will help customers achieve measurable outcomes and ROI from our software. These account plans should drive your day-to-day priorities and focus
• Drive customer loyalty by proactively seeking advocacy opportunities and managing NPS and CSAT metrics
• Identify expansion opportunities and develop tailored account plans to help customers achieve measurable outcomes and ROI
• Identify at-risk accounts early and develop strategies to mitigate churn
• Internal Collaboration & Process Improvement:
• Align internal stakeholders and team members to help customers realize quantifiable business value from Enable
• Work with team members and other departments to continually improve our offerings, address data trends, and optimize customer processes, particularly within the Enterprise segments
• Maintain accurate customer records for assigned accounts in Planhat
• Contribute to achieving department goals and OKRs